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Brilliance One; Cullman, Northern (AL, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Brilliance One is looking for a Customer Success teammate to help clients understand and manage their websites, hosting, domains, DNS, and email. You will guide users through updates, troubleshoot issues, and ensure customers feel confident online.

Responsibilities include assisting with content changes, hosting questions, and domain/DNS configuration, while documenting actions and following up on resolutions. A collaborative environment values clear communication and problem solving.

Qualifications

• Experience helping clients with websites, hosting, domains, DNS, and email is helpful.
• Familiarity with WordPress, Cloudflare, and domain registrars is a plus.
• Ability to document work and communicate clearly with customers.

Responsibilities

• Help customers with content updates, page questions, basic troubleshooting, forms, links, images, and other website-related needs.
• Assist with hosting questions, SSL issues, site availability, migrations, backups, and escalation of more complex technical problems.
• Troubleshoot domain settings, DNS records, email records, and common configuration issues.
• Support mailbox setup and basic email configuration, DNS-related email issues, and common questions.
• Explain issues clearly, document actions, and communicate next steps to customers.

Skills

Technical troubleshooting

Website update support

Domain and DNS assistance

Business email support

Issue follow-up

Tools

WordPress

Domains and DNS

Cloudflare

GoDaddy

CRM or ticketing systems

Job description

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

Help clients feel confident online.

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

Learn the business by helping clients succeed.

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

Website Support

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

02

Hosting Support

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

03

Domains & DNS

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

04

Business Email

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

Customer Communication

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

1

Triage

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

2

Diagnose

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

3

Resolve & Confirm

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

Helpful Experience

Technical experience helps.

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

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

What Matters Most

You don't need to know everything.

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.