Nicolas Bergeron Email & Phone Number

Sherbrooke, Quebec, Canada

Management of the Technical support team of the Wolters Kluwer Canadian Support Center team who provides high level support for all Wolters Kluwer's softwares.Tax and Accounting:CCH iFirm Tax, Taxprep Suite, Cantax Suite, AnswerConnect, AliFormCCH Accountants' Suite:CCH iFirm, CCH Scan, CCH Document OP, CCH Engagement, CCH Practice Management, CCH Site BuilderSetting and meeting performance targets for speed, efficiency and quality;Managing the daily… Show more Management of the Technical support team of the Wolters Kluwer Canadian Support Center team who provides high level support for all Wolters Kluwer's softwares.Tax and Accounting:CCH iFirm Tax, Taxprep Suite, Cantax Suite, AnswerConnect, AliFormCCH Accountants' Suite:CCH iFirm, CCH Scan, CCH Document OP, CCH Engagement, CCH Practice Management, CCH Site BuilderSetting and meeting performance targets for speed, efficiency and quality;Managing the daily running of the call center;Incident manager and main point of contact for National accounting firms;Liaising with different teams to gather information and resolve issues;Maintaining up-to-date knowledge of industry developments and involvement in networks;Monitoring random calls to improve quality, minimize errors and track operative performance;Staff recruitment;Reviewing the performance of staff, identifying training needs and planning training sessions. Including Performance review and salary adjustement. Recording statistics, user rates and the performance levels of the center and preparing reports;Handling the most complex customer complaints or inquiries;Organizing staffing, including shift patterns and the number of staff required to meet demand;Coaching, motivating and retaining staff and coordinating bonus and reward. Show less

Canada

Management of the Technical support team of the Wolters Kluwer Canadian Support Center team who provides high level support for all Wolters Kluwer's softwares.Tax and Accounting:CCH iFirm Tax, Taxprep Suite, Cantax Suite, Intelliconnect & DVD Libraries, FP Solution, AliFormCCH Accountants' Suite:CCH iFirm, CCH Scan, CCH Document, CCH Document OP, CCH Engagement, CCH PracticeCCH Practice Management, CCH Profit Driver, CCH Site Builder, CCH PortalSetting and… Show more Management of the Technical support team of the Wolters Kluwer Canadian Support Center team who provides high level support for all Wolters Kluwer's softwares.Tax and Accounting:CCH iFirm Tax, Taxprep Suite, Cantax Suite, Intelliconnect & DVD Libraries, FP Solution, AliFormCCH Accountants' Suite:CCH iFirm, CCH Scan, CCH Document, CCH Document OP, CCH Engagement, CCH PracticeCCH Practice Management, CCH Profit Driver, CCH Site Builder, CCH PortalSetting and meeting performance targets for speed, efficiency and quality;Managing the daily running of the call center;Incident manager and main point of contact for National accounting firms;Liaising with different teams to gather information and resolve issues;Maintaining up-to-date knowledge of industry developments and involvement in networks;Monitoring random calls to improve quality, minimize errors and track operative performance;Staff recruitment;Reviewing the performance of staff, identifying training needs and planning training sessions. Including Performance review and salary adjustement. Recording statistics, user rates and the performance levels of the center and preparing reports;Handling the most complex customer complaints or inquiries;Organizing staffing, including shift patterns and the number of staff required to meet demand;Coaching, motivating and retaining staff and coordinating bonus and reward. Show less

Quebec, Canada

Management of the Technical support team of the Wolters Kluwer CCH Canadian Support Center team who provides high level support for all CCH's softwares. Tax and Accounting: CCH iFirm, Taxprep Suite, Cantax Suite, Intelliconnect & DVD Libraries, FP Solution, AliForm CCH Accountants' Suite:CCH iFirm, CCH Scan, CCH Document, CCH Document OP, CCH Engagement, CCH PracticeCCH Practice Management, CCH Profit Driver, CCH Site Builder, CCH PortalSetting and meeting… Show more Management of the Technical support team of the Wolters Kluwer CCH Canadian Support Center team who provides high level support for all CCH's softwares. Tax and Accounting: CCH iFirm, Taxprep Suite, Cantax Suite, Intelliconnect & DVD Libraries, FP Solution, AliForm CCH Accountants' Suite:CCH iFirm, CCH Scan, CCH Document, CCH Document OP, CCH Engagement, CCH PracticeCCH Practice Management, CCH Profit Driver, CCH Site Builder, CCH PortalSetting and meeting performance targets for speed, efficiency and quality;Managing the daily running of the call center;Liaising with different teams to gather information and resolve issues;Maintaining up-to-date knowledge of industry developments and involvement in networks;Monitoring random calls to improve quality, minimize errors and track operative performance;Staff recruitment;Reviewing the performance of staff, identifying training needs and planning training sessions;Recording statistics, user rates and the performance levels of the center and preparing reports;Handling the most complex customer complaints or inquiries;Organizing staffing, including shift patterns and the number of staff required to meet demand;Coaching, motivating and retaining staff and coordinating bonus and reward. Show less

Analyze and solve technical problems reported by our clients with their CCH Accounting suite, Taxprep or Cantax products, as well as our other software. Handle national and major accountsSupport specialist for CCH Scan and CCH DocumentCreate and followup on development tickets for outstanding issue. Help and train junior technicians on CCH Scan and CCH DocumentUnderstand, analyze and share client's need and enhancement request with the different teams.Perform… Show more Analyze and solve technical problems reported by our clients with their CCH Accounting suite, Taxprep or Cantax products, as well as our other software. Handle national and major accountsSupport specialist for CCH Scan and CCH DocumentCreate and followup on development tickets for outstanding issue. Help and train junior technicians on CCH Scan and CCH DocumentUnderstand, analyze and share client's need and enhancement request with the different teams.Perform quality assurance test on the applications when needed.Approve client facing documents. Show less

Computer Science - Network Administration

Education record