Red Ventures is a global portfolio of high-growth companies, and they are seeking a Help Desk & Telephony Systems Administrator for Sage Home Loans. The role involves providing first-line support for internal teams while administering and optimizing telephony/contact-center platforms to enhance operational efficiency.
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
A portfolio of influential brands, digital platforms, and strategic partnerships that help people make life's most important decisions. It was founded in 2000, and is headquartered in Fort Mill, South Carolina, USA, with a workforce of 1001-5000 employees. Its website is http://www.redventures.com.Company H1B Sponsorship
Red Ventures has a track record of offering H1B sponsorships, with 7 in 2025, 5 in 2024, 12 in 2023, 8 in 2022. Please note that this does not guarantee sponsorship for this specific role.