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Help customers understand their technology and keep their digital presence working.

Join the Fawkes Client Success team and help businesses with website updates, hosting support, business email, domain and DNS questions, SEO basics, reputation services, and everyday technical issues.

Human-First Support

Client Success is about more than closing tickets. You help customers understand their website, hosting, email, search visibility, reputation services, and the next steps needed to solve a problem.

• Technical troubleshooting
• Website update support
• Domain and DNS assistance
• Business email support
• Issue follow-up

Strong team members may have opportunities to expand into areas such as technical support, SEO support, project coordination, account management, or leadership as business needs and individual capabilities develop.

• Technical support
• SEO support
• Project coordination
• Account management
• Team leadership

01

Help customers with content updates, page questions, basic troubleshooting, forms, links, images, and other website-related needs.

02

Assist with hosting questions, SSL issues, site availability, migrations, backups, and escalation of more complex technical problems.

03

Help troubleshoot domain settings, DNS records, website connections, email records, and common configuration issues.

04

Support mailbox setup, basic email configuration, DNS-related email issues, and common customer questions.

05

Help customers understand basic search visibility, business profiles, listings, reviews, reports, and reputation-management services.

06

Explain issues clearly, document what was done, communicate next steps, and make sure the customer knows what to expect.

1

Review the incoming request, gather the important details, understand urgency, and determine what the customer is trying to accomplish.

2

Investigate the issue, identify likely causes, reproduce problems when possible, and determine whether another team member needs to be involved.

3

Implement the appropriate fix or next step, document the work, and make sure the customer understands the outcome.

Helpful Experience

Prior experience with websites, hosting, domains, DNS, CRM platforms, Cloudflare, GoDaddy, business email, Word Press, or ticketing systems can give you a strong starting point.

• Word Press or other website platforms
• Domains and DNS
• Cloudflare
• GoDaddy or other registrars
• CRM or ticketing systems

What Matters Most

We value people who can think logically, communicate clearly, stay patient with customers, learn quickly, document their work, and know when to ask for help.

• Problem-solving ability
• Professional customer interaction
• Willingness to learn
• Dependable follow-through

Ticketing Track requests, document work, and maintain a clear support history.

Email Communicate updates, questions, instructions, and resolutions professionally.

Brilliance One Support customer information, workflows, communications, and related business processes.

Video & Phone Work directly with customers when an issue is easier to resolve through conversation or screen sharing.

What are the working hours for this role?

We typically operate during Central Time business hours. Some flexibility may be available depending on role needs, client coverage, and performance.

Do I need a technical degree?

No. We value logic, patience, communication, problem solving, and the ability to learn quickly. Experience with websites, domains, DNS, hosting, email, or customer support is helpful.

Is this a phone-based or chat-based role?

The role may include email, ticketing, chat, and scheduled calls depending on the customer need and complexity of the issue.