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.
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
Skills
- 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
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.
Company Overview
- We 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.