Lieu : Télétravail (Canada – doit actuellement résider au Canada) Organisation : Une organisation prestigieuse et de grande envergure, engagée à soutenir le bien-être des employés. À propos du poste Ce poste constitue le premier point de contact pour les personnes qui accèdent aux Programmes d’aide aux employés (PAE) par l’intermédiaire de leur employeur. Vous jouerez un rôle essentiel en offrant un soutien empathique et axé sur les solutions aux employés confrontés à des défis personnels ou professionnels pouvant affecter leur santé mentale, leur bien-être émotionnel ou leur rendement au travail. Ce que vous ferez + Répondre aux appels entrants des employés qui demandent de l’aide via les services PAE, en adoptant une approche professionnelle et empathique. + Évaluer les besoins des clients et fournir des conseils sur les ressources disponibles, y compris les professionnels en santé mentale, les services de counseling et les programmes de bien-être. + Coordonner les rendez-vous avec des thérapeutes, psychologues et autres spécialistes, en assurant une planification rapide et précise. + Gérer les situations de crise avec calme et professionnalisme, en triant les cas urgents et en les escaladant au besoin. + Maintenir des dossiers précis et gérer des informations sensibles dans plusieurs systèmes tout en respectant les normes de confidentialité. + Collaborer avec les équipes internes pour assurer une prestation de service fluide et résoudre les demandes efficacement. + Gérer un volume élevé d’appels (30 à 50 par jour) dans un environnement dynamique tout en offrant un service à la clientèle exceptionnel. + Faire preuve de solides compétences en multitâche, en travaillant sur plusieurs écrans et plateformes pour répondre efficacement aux besoins des clients. Exigences + Maîtrise du français et de l’anglais (oral et écrit). + 1 à 2 ans d’expérience récente en service à la clientèle dans des environnements à forte pression tels que centres d’appels, lignes de crise, répartition d’urgence, services de santé mentale ou assistance routière. + Solide compétence technique, incluant MS Office et navigation Internet. + Connexion Internet haute vitesse fiable (minimum 10 Mbps en téléversement / 15 Mbps en téléchargement) avec une connexion filaire au modem. + Disponibilité flexible pour travailler par quarts entre 6 h 30 et minuit (HE), du lundi au dimanche, incluant les jours fériés. + Excellentes aptitudes en communication, empathie et capacité à rester calme sous pression. + Capacité à gérer des conversations sensibles et à faire preuve de professionnalisme en tout temps. Pourquoi ce poste se démarque + Joignez-vous à une organisation prestigieuse qui valorise l’engagement des employés, l’innovation et l’excellence du service. + Recevez une formation complète pour vous préparer à réussir dans votre rôle. + Travaillez dans un environnement qui favorise la croissance professionnelle et l’avancement interne. + Ayez un impact significatif en soutenant des personnes dans des moments difficiles. ✅ Si vous êtes passionné par l’aide aux autres et que vous vous épanouissez dans un environnement dynamique axé sur le service, ce poste est fait pour vous. Postulez dès aujourd’hui et commencez à faire la différence ! Location: Remote (Canada & must currently reside in Canada) Organization: A prestigious, large organization committed to supporting employee well-being. Type de poste & Emplacement Ce poste Contract est basé à Toronto, ON. Taux de rémunération & Avantages La fourchette salariale associée à ce poste est de $23.00 - $23.00/hr. Type de milieu de travail Il s’agit d’un poste fully remote situé. About the Role This position serves as the first point of contact for individuals accessing Employee Assistance Programs (EAP) through their employer. You will play a critical role in providing compassionate, solution-focused support to employees facing personal or work-related challenges that may impact their mental health, emotional well-being, or job performance. What You’ll Do + Respond to inbound calls from employees seeking assistance with EAP services, ensuring a professional and empathetic approach. + Assess client needs and provide guidance on available resources, including mental health professionals, counseling services, and wellness programs. + Coordinate appointments with therapists, psychologists, and other specialists, ensuring timely and accurate scheduling. + Handle crisis situations with calmness and professionalism, triaging urgent cases and escalating appropriately. + Maintain accurate records and manage sensitive information across multiple systems while adhering to confidentiality standards. + Collaborate with internal teams to ensure seamless service delivery and resolve inquiries efficiently. + Manage high call volumes (30–50 calls per day) in a fast-paced environment while delivering exceptional customer care. + Demonstrate strong multitasking skills, working across multiple screens and platforms to support client needs effectively. Requirements + Fluency in French and English (spoken and written). + 1–2 years of recent customer service experience in high-pressure environments such as call centers, crisis lines, emergency dispatch, mental health services, or roadside assistance. + Strong technical proficiency, including MS Office and internet navigation. + Reliable high-speed internet connection (minimum 10 Mbps upload / 15 Mbps download) with a wired connection to a modem. + Flexible availability to work shifts between 6:30 AM and 12 AM EST, Monday through Sunday, including statutory holidays. + Exceptional communication skills, empathy, and the ability to remain composed under pressure. + Ability to manage sensitive conversations and demonstrate professionalism in all interactions. Why This Opportunity Stands Out + Join a prestigious organization that values employee engagement, innovation, and service excellence. + Receive comprehensive training to prepare you for success in your role. + Work in an environment that promotes career growth and internal advancement. + Make a meaningful impact by supporting individuals during challenging times. ✅ If you are passionate about helping others and thrive in a fast-paced, service-oriented environment, this role is an excellent fit for you. Apply today and start making a difference! Location: Remote (Canada & must currently reside in Canada) Organization: A prestigious, large organization committed to supporting employee well-being. About the Role This position serves as the first point of contact for individuals accessing Employee Assistance Programs (EAP) through their employer. You will play a critical role in providing compassionate, solution-focused support to employees facing personal or work-related challenges that may impact their mental health, emotional well-being, or job performance. What You’ll Do + Respond to inbound calls from employees seeking assistance with EAP services, ensuring a professional and empathetic approach. + Assess client needs and provide guidance on available resources, including mental health professionals, counseling services, and wellness programs. + Coordinate appointments with therapists, psychologists, and other specialists, ensuring timely and accurate scheduling. + Handle crisis situations with calmness and professionalism, triaging urgent cases and escalating appropriately. + Maintain accurate records and manage sensitive information across multiple systems while adhering to confidentiality standards. + Collaborate with internal teams to ensure seamless service delivery and resolve inquiries efficiently. + Manage high call volumes (30–50 calls per day) in a fast-paced environment while delivering exceptional customer care. + Demonstrate strong multitasking skills, working across multiple screens and platforms to support client needs effectively. Requirements + Fluency in French and English (spoken and written). + 1–2 years of recent customer service experience in high-pressure environments such as call centers, crisis lines, emergency dispatch, mental health services, or roadside assistance. + Strong technical proficiency, including MS Office and internet navigation. + Reliable high-speed internet connection (minimum 10 Mbps upload / 15 Mbps download) with a wired connection to a modem. + Flexible availability to work shifts between 6:30 AM and 12 AM EST, Monday through Sunday, including statutory holidays. + Exceptional communication skills, empathy, and the ability to remain composed under pressure. + Ability to manage sensitive conversations and demonstrate professionalism in all interactions. Why This Opportunity Stands Out + Join a prestigious organization that values employee engagement, innovation, and service excellence. + Receive comprehensive training to prepare you for success in your role. + Work in an environment that promotes career growth and internal advancement. + Make a meaningful impact by supporting individuals during challenging times. ✅ If you are passionate about helping others and thrive in a fast-paced, service-oriented environment, this role is an excellent fit for you. Apply today and start making a difference! Job Type & Location This is a Contract position based out of Toronto, ON. Pay and Benefits The pay range for this position is $23.00 - $23.00/hr. Workplace Type This is a fully remote position. À propos de TEKsystems et TEKsystems Global Services Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.