Help Desk & Telephony Systems Administrator | Sage Home Loans

This role requires a hybrid schedule and will be based in our South Charlotte NC Headquarters (Tuesday through Thursday) and work fully remotely on Mondays and Fridays each week.

For the Sage Home Loans website click here. Curious how Sage Home Loans fits into Red Ventures Click here.

Sage Home Loans is on a mission to revolutionize the industry by making mortgage simple. Werelooking for aHelp Desk & Telephony Systems Administratorwho 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 ecosystemowning first-line support for internal teams while administering andoptimizingour telephony/contact-center platforms.Youllsolve problems in real time reduce friction across the loan lifecycle and continuously improve how work gets done. This roleoperateson a standard 10:00 AM 7:00 PM ET schedule

What Youll Do:

Production Support & Ticket Ownership

• 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

• Identifyroot 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

Telephony & Contact Center Administration

• Configure andmaintaintelephony 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

Continuous Improvement & Operational Excellence

• Identifytrends 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

What Were Looking For:

• 13 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 communicationskills with the ability to support teammates across multiple functions and provide cleartimelyupdates

• Highly organized and process-oriented with the ability toidentifypatterns and drive continuous improvementnot just fix one-off issues

• A strong senseof ownership and accountability; you follow problems through to resolution anddontlet things fall through the cracks

• Ability tooperatewith urgency and prioritize effectively in a fast-paced production environment where speed-to-serve matters

• Adaptability and a growth mindsetyourecomfortable with change open to feedback and motivated to get better every day

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

Compensation:

This range reflects total cash compensation which may include base salary only or base salary plus target bonus depending on the role. Where eligible equity may also be offered separately and not included below. Actual compensation varies based on location experience and qualifications.

• Total Cash Compensation Range: $55k $85k per year

Additionally the following benefits are provided by Red Ventures subject to eligibility requirements.

• 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. Thats 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.

Who We Are:

Sage Home Loans Corporationis a digital mortgage lender solution redefining the mortgage origination experience. By building new technology solutions were creating simple and clean customer experiences to simplify the mortgage application process. Our team has developed a fully digital online application that enables the user to complete their application and start looking for the right mortgage that matches their needs 24/7. We then marry the digital journey with exceptional human interaction from our expert Loan Officers to create the best possible borrower experience.

Red Ventures is a global portfolio of high-growth companies spanning several U.S. businesses a joint venture in the health services industry and strategic investments in Europe and Puerto Rico. Their businesses include The Points Guy Lonely Planet Bankrate the Allconnect Platform RV Home Client Growth RV Growth & Transformation Sage Home Loans Corporation RV Education and more. Across the portfolio Red Ventures businesses deliver seamless digital experiences for consumers help Fortune 100 clients solve large-scale digital growth challenges and create world-class experiences and opportunities for employees. Learn more at and follow @RedVentures on LinkedIn and Instagram.

At Red Ventures we believe diverse inclusive teams are better. To help you better understand our core values and beliefs we encourage you to watch this brief YouTube video: Our Belief Statements. This will give you insight into the principles that guide our work and our commitment to fostering an inclusive environment.

We offer competitive salaries and a comprehensive benefits program for full-time employees including medical dental and vision coverage paid time off life insurance disability coverage employee assistance program 401(k) plan and a paid parental leave program.

Red Ventures is an equal opportunity employer that does not discriminate against any employee or applicant because of race creed color religion gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or any other basis protected by law. Employment at Red Ventures is based solely on a persons merit and qualifications.

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