Help Desk & Telephony Systems Administrator | Sage Home Loans

Red Ventures • Charlotte, NC

18d • Hybrid

About The Position

Sage Home Loans is on a mission to revolutionize the industry by making mortgage simple. We’re looking for a Help Desk & Telephony Systems Administrator who thrives in fast-moving environments and takes pride in being the person others rely on to keep things running smoothly. This role sits at the center of our production ecosystem—owning first-line support for internal teams while administering and optimizing our telephony/contact-center platforms. You’ll solve problems in real time, reduce friction across the loan lifecycle, and continuously improve how work gets done. This role operates on a standard 10:00 AM – 7:00 PM ET schedule

Requirements

• 1–3+ years of experience in IT help desk, technical support, production support, or systems administration
• Experience working with ticketing or ITSM tools (Zendesk or similar) and structured troubleshooting workflows
• Hands-on experience supporting or administering telephony/contact-center platforms (call flows, IVRs, routing, queues, permissions)
• Strong communication skills with the ability to support teammates across multiple functions and provide clear, timely updates
• Highly organized and process-oriented, with the ability to identify patterns and drive continuous improvement—not just fix one-off issues
• A strong sense of ownership and accountability; you follow problems through to resolution and don’t let things fall through the cracks
• Ability to operate with urgency and prioritize effectively in a fast-paced production environment where speed-to-serve matters
• Adaptability and a growth mindset—you’re comfortable with change, open to feedback, and motivated to get better every day

Nice To Haves

• Familiarity with Encompass or similar LOS systems preferred; mortgage or financial services experience is a plus

Responsibilities

• Serve as the first point of contact for internal support requests; intake, triage, troubleshoot, and resolve tickets through Zendesk
• Diagnose and resolve user and system issues across platforms including Encompass (LOS) and related tools
• Identify root cause of issues (system vs. process vs. user error) and route or escalate with clear ownership and context
• Maintain proactive, consistent communication with teammates through resolution and closure
• Monitor for high-impact or widespread issues and escalate with urgency
• Configure and maintain telephony systems including call flows, IVRs, queues, routing logic, voicemail, and user permissions
• Own day-to-day system administration including adds/changes, access management, and queue/agent configuration
• Partner with Technology and external vendors to support enhancements, troubleshoot issues, and ensure system reliability
• Continuously evaluate system performance and recommend improvements that enhance both teammate and client experience
• Identify trends in support requests and proactively recommend solutions (training, workflow updates, system fixes)
• Improve ticket quality and efficiency through better intake standards, categorization, and documentation
• Contribute to building scalable processes that reduce repeat issues and maximize team productivity
• Act with urgency and ownership to remove blockers and keep production moving

Benefits

• Health Insurance Coverage (medical, dental, and vision)
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Spending Accounts
• Holiday Pay
• 401(k) with match
• Employee Assistance Program
• Paid Parental Bonding Benefit Program
• Flexible Paid Time Off (PTO): We believe time to rest and recharge is essential. That’s why we offer a generous and flexible PTO policy. Full-time employees accrue 20 days of PTO for a full calendar year annually, with an increase to 25 days after five years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees