Help Desk & Telephony Systems Administrator | Sage Home Loans

Sage Home Loans Corporation is a digital mortgage lender solution redefining the mortgage origination experience. They are seeking a Help Desk & Telephony Systems Administrator to provide first-line support for internal teams and administer their telephony/contact-center platforms, ensuring smooth operations and continuous improvement.ResponsibilitiesServe as the first point of contact for internal support requests; intake, triage, troubleshoot, and resolve tickets through ZendeskDiagnose and resolve user and system issues across platforms including Encompass (LOS) and related toolsIdentify root cause of issues (system vs. process vs. user error) and route or escalate with clear ownership and contextMaintain proactive, consistent communication with teammates through resolution and closureMonitor for high-impact or widespread issues and escalate with urgencyConfigure and maintain telephony systems including call flows, IVRs, queues, routing logic, voicemail, and user permissionsOwn day-to-day system administration including adds/changes, access management, and queue/agent configurationPartner with Technology and external vendors to support enhancements, troubleshoot issues, and ensure system reliabilityContinuously evaluate system performance and recommend improvements that enhance both teammate and client experienceIdentify trends in support requests and proactively recommend solutions (training, workflow updates, system fixes)Improve ticket quality and efficiency through better intake standards, categorization, and documentationContribute to building scalable processes that reduce repeat issues and maximize team productivityAct with urgency and ownership to remove blockers and keep production movingSkills1–3+ years of experience in IT help desk, technical support, production support, or systems administrationExperience working with ticketing or ITSM tools (Zendesk or similar) and structured troubleshooting workflowsHands-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 updatesHighly organized and process-oriented, with the ability to identify patterns and drive continuous improvement—not just fix one-off issuesA strong sense of ownership and accountability; you follow problems through to resolution and don't let things fall through the cracksAbility to operate with urgency and prioritize effectively in a fast-paced production environment where speed-to-serve mattersAdaptability and a growth mindset—you're comfortable with change, open to feedback, and motivated to get better every dayFamiliarity with Encompass or similar LOS systems preferred; mortgage or financial services experience is a plusBenefitsHealth Insurance Coverage (medical, dental, and vision)Life InsuranceShort and Long-Term Disability InsuranceFlexible Spending AccountsHoliday Pay401(k) with matchEmployee Assistance ProgramPaid Parental Bonding Benefit ProgramFlexible 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.Company OverviewWe are going to revolutionize the industry by making mortage simple. It was founded in 1999, and is headquartered in Santa Ana, California, USA, with a workforce of 201-500 employees. Its website is http://lenoxhomeloans.com.



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