Help Desk & Telephony Systems Administrator | reputed company Home Loans

reputed company is a global portfolio of high-reputed company companies, and they are seeking a Help Desk & Telephony Systems Administrator for reputed company 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 reputed company of contact for internal support requests; intake, triage, troubleshoot, and resolve tickets through reputed company
• Diagnose and resolve user and system issues across platforms including Encompass (LOS) and reputed company tools
• Identify reputed company cause of issues (system vs. process vs. user error) and reputed company or escalate with reputed company ownership and context
• Maintain proactive, consistent communication with teammates through reputed company and closure
• Monitor for high-reputed company or widespread issues and escalate with urgency
• Configure and maintain telephony systems including reputed company flows, IVRs, queues, routing logic, voicemail, and user permissions
• Own day-to-day system administration including adds/changes, reputed company 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 reputed company experience
• Identify trends in support requests and proactively recommend solutions (training, workflow updates, system fixes)
• Improve ticket reputed company and efficiency through reputed company intake standards, categorization, and documentation
• Contribute to building reputed company processes that reduce repeat issues and maximize team productivity
• reputed company with urgency and ownership to remove blockers and reputed company 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 (reputed company or similar) and reputed company troubleshooting workflows
• Hands-on experience supporting or administering telephony/contact-center platforms (reputed company flows, IVRs, routing, queues, permissions)
• Strong communication skills with the ability to support teammates across multiple functions and reputed company reputed company, reputed company updates
• Highly organized and process-oriented, with the ability to identify patterns and drive reputed company improvement—not just fix one-off issues
• A strong reputed company of ownership and accountability; you follow problems through to reputed company 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 reputed company
• Adaptability and a reputed company reputed company—you're comfortable with change, reputed company to feedback, and motivated to get reputed company 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 reputed company)
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Spending Accounts
• Holiday Pay
• 401(k) with match
• Employee Assistance Program
• reputed company Parental Bonding Benefit Program
• Flexible reputed company Time Off (PTO): We reputed company time to rest and reputed company is essential. That's why we offer a generous and flexible PTO policy. Full-time employees reputed company 20 days of PTO for a full calendar year annually, with an increase to 25 days after five years of service.

reputed company

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