Help Desk & Telephony Systems Administrator | Sage Home Loans at Red Ventures

Charlotte, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

85000.0

Posted On

24 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Help Desk, Technical Support, Production Support, Systems Administration, Ticketing Tools, ITSM Tools, Zendesk, Troubleshooting Workflows, Telephony Systems Administration, Contact-Center Platforms, Call Flows, IVRs, Routing Logic, Communication Skills, Process-Oriented, Ownership

Industry

technology;Information and Internet

Description

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. 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 What You’ll 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 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 Telephony & Contact Center Administration 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 Continuous Improvement & Operational Excellence 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 What We’re Looking For: 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 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. 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. Who We Are: Sage Home Loans Corporation is a digital mortgage lender solution redefining the mortgage origination experience. By building new technology solutions, we're 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 redventures.com 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 person's merit and qualifications. We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate. Should you require a reasonable accommodation to apply or participate in the job application or interview process, please contact accommodation@redventures.com. If you are based in California, we encourage you to read this important information for California residents linked here. Click here for more details regarding the employee privacy policy: https://www.redventures.com/legal/us-emp-privacy-notice Questions about this Privacy Notice can be directed to employeerights@redventures.com. Alternatively, you may raise any questions or concerns to your manager, HR Business Partner, or through the Privacy Team.

Responsibilities

This role serves as the first point of contact for internal support requests, owning ticket intake, triage, troubleshooting, and resolution across various platforms, including diagnosing issues within the Encompass LOS system. Additionally, the administrator will configure and maintain telephony and contact-center platforms, managing call flows, IVRs, queues, and user permissions.