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Job Description: Customer Experience (CX) Desktop Specialist
Overview
We are seeking a
Customer Experience Desktop Specialist
to join our team and enhance our customer support operations. This role focuses on leveraging a unified CX desktop interface to consolidate customer data, interaction history, and support channels, ensuring agents deliver prompt, consistent, and personalized service.
Responsibilities
• Manage and optimize the CX desktop platform for seamless agent workflows.
• Consolidate customer data from CRM, ERP, and support systems into a single view.
• Monitor and analyze customer interactions across phone, email, chat, and social channels.
• Provide training and support to agents on CX desktop usage.
• Collaborate with IT and operations teams to improve system integrations.
• Track KPIs such as first-contact resolution, average handling time, and customer satisfaction.
Qualifications
• Bachelor s degree in Business, IT, or related field.
• Experience with CX platforms (Salesforce Service Console, Genesys Cloud CX, Zendesk, etc.).
• Strong analytical and problem-solving skills.
• Excellent communication and customer service abilities.
• Familiarity with omnichannel support environments.