Cloudeth Tejada Email & Phone Number

- Provides NetSuite’s highest level of premium Support services (Platinum Support where there is a streamlined escalation process- Strong focus on delivering alternate solutions to client's critical processes- Creates documentations/trainings detailing Platinum customer's highly customized/ unique processes to aid knowledge transfer across all Platinum team members.- Works with a mini-team that is dedicated to provide world-class support to their assigned group of Platinum/Dedicated customers in terms of Netsuite product through phone and email interactions.- Multi-skilled and collaborates with other Platinum specialists with different skillsets.- Assists Platinum customers with testing their key business processes in every major Release period to ensure smooth transition to the new version as well as providing extended assistance following this release.- Point of escalation for Advanced Accounting concerns.

- Point of escalation for Advanced Accounting concerns.- Collaborate with other team's subject matter experts to identify, plan and execute the best solution for cases concerning a complex process.- Review new features to be introduced on Netsuite's major release, making certain that the feature is thoroughly tested and creation of trainings that will be helpful for Support Team.

- Gain understanding of customer's need and concern, especially with topics concerning Advanced Accounting, ensuring that solutions are delivered on a timely basis.- Deliver sound solutions on customer inquiries

- Effectively answers customer inquiries about billing issues such as billing discrepancies and credit card disputes.- Answers customer's inquiries about wireless services including activation procedure, billing process and technical inquiries.- Consistently exceeds performance metrics as defined by the company and client, such as individual quality goals, handle time goals, customer satisfaction goals, etc.