Email Support Agent - job 1 of 2

Defense Holdings, Inc. (DHi)
Location: Hybrid (US)
Employment Type: Full-Time
Department: Customer Service / Support
Reports To: Customer Support Manager

Position Summary

Defense Holdings, Inc. (DHi) is looking for an Email Support Agent to assist customers by providing timely and accurate responses to their inquiries via email. The role requires attention to detail, excellent written communication skills, and a commitment to high-quality customer service.

Key Responsibilities

Customer Support via Email

• Respond to customer inquiries and resolve issues via email in a professional and timely manner.
• Provide detailed and accurate information to customers, ensuring they receive appropriate solutions.
• Manage high volumes of incoming email inquiries and provide clear, actionable responses.

Issue Resolution

• Troubleshoot customer issues and escalate complex cases to the appropriate department.
• Follow up with customers to ensure their issues are resolved and satisfaction is achieved.

Documentation & Reporting

• Maintain accurate records of customer interactions and issues in the company’s CRM system.
• Generate reports based on email support trends and frequently asked questions.

Required Qualifications

• High School diploma or equivalent (Bachelor’s degree preferred).
• 1–2 years of experience in customer support, especially email-based support.
• Proficiency in Microsoft Office Suite and CRM systems.
• Strong written communication skills with a focus on clarity and professionalism.

Preferred Qualifications

• Experience using support ticket systems or email management tools (e.g., Zendesk, Freshdesk).
• Knowledge of customer service best practices and email etiquette.

Core Competencies

• Communication: Excellent written communication skills.
• Problem-Solving: Ability to address customer inquiries and find solutions.
• Organization: Managing and prioritizing email inquiries efficiently.

Work Environment

• Professional office environment (or hybrid/remote if applicable).
• Occasional travel may be required.

Compensation & Benefits

Defense Holdings, Inc. (DHi) offers a competitive compensation package including:

• Competitive base salary (commensurate with experience)
• Medical, Dental, and Vision Insurance
• 401(k) with company match
• Paid Time Off (PTO) and Holidays
• Life and Disability Insurance
• Professional development opportunities

Equal Opportunity Employer Statement

Defense Holdings, Inc. (DHi) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics in accordance with applicable laws.