Associate Customer Support Engineer

What you’ll do:

• Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone
• Compose thoughtful, personalized responses for a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the rest of the team
• Make active contributions to help achieve team goals and successes
• Frontline support for customers and identify whether the customer request is related to user error, a bug, customer training, or a product feature

What you have:

• Passionate about customer support and about the role it plays in making a customer-centric team successful
• Ability to communicate technical problems in a elegant and tactful way
• Strong communication and writing ability
• Empathy, diplomacy, tact, and poise under pressure when working through customer issues
• Team player - works well with others in a collaborative environment
• Shift Requirements: Ability to begin shift at 6am ET
• Nice to Have: Mortgage Industry Experience - Lock desk, Underwriting, Processor 
• Nice to Have: Technically Oriented - API, Postman, Kibana, JIRA, etc
• Must Have: PPE/Lock Desk or Mortgage Tech experience

Why join Polly?

• We are attacking a trillion-dollar market with gross inefficiencies and seeking to transform the way an entire industry operates 
• We have an experienced leadership team that previously built large and impactful platforms 
• Outstanding opportunity for professional growth and upward mobility 
• Direct engagement with the decision makers and senior business leaders 
• Competitive salaries
• 100% paid medical/vision/dental/disability/life insurance 
• Flexible vacation
• Remote environment