Graduate Technical Support Engineer – Bilingual (French and English speaker)

Location: Reading, Berkshire, United Kingdom

Department: Your Privacy

About the Role

Join HP Inc., a global leader in innovation and technology, as a Graduate Technical Support Engineer – Bilingual (French and English speaker) in Reading, Berkshire, United Kingdom. In this frontline role, you will deliver exceptional technical support for the HyperX range of gaming peripherals, ensuring customer satisfaction and loyalty. As part of HP's customer-centric culture, you will troubleshoot issues, answer inquiries, and guide users to optimize their gaming experience, leveraging cutting-edge tools and a collaborative environment that fosters innovation across our operations in over 170 countries. Your key responsibilities include responding to customer queries in English and French across multiple channels, independently resolving technical problems using CRM systems, and escalating complex cases as needed. You will maintain up-to-date knowledge of HyperX products and competitors, manage RMAs, update email templates, and provide language backup to colleagues. Embracing HP's commitment to technology-driven solutions, you will immerse yourself in the gaming scene to deliver proactive, high-quality support that enhances user experiences worldwide. HP seeks recent graduates with a Bachelor's degree, bilingual fluency, gaming passion, and customer support experience. Thrive in our flexible workstyle, where logical problem-solvers and team players contribute to reshaping the future of gaming technology. With opportunities for career growth, professional development, and a culture that values every voice, this role positions you at the intersection of innovation, customer focus, and HP's legendary collaborative spirit.

Key Responsibilities

• Respond to technical issues and product questions in English and French via telephone, email, social media, chat, or web requests
• Independently identify, troubleshoot, and resolve customer issues; escalate complex problems according to defined procedures
• Use the CRM system to document and categorize cases accurately by researching and gathering appropriate information
• Resolve issues in a professional, courteous, and timely manner to ensure customer satisfaction
• Regularly review and update regional email templates to ensure accurate correspondence with customers
• Maintain and update knowledge on all HyperX and competitor’s hardware/software products
• Manage logistical issues such as RMAs in accordance with company procedures
• Back up colleagues where necessary, especially with language cover
• Contribute to HP's customer-centric culture by enhancing the gaming experience for HyperX users
• Stay immersed in the gaming scene to provide innovative support solutions

Required Qualifications

• Bachelor's degree or above, recently graduated or within the last year
• Fluent in English and French, spoken and written to business level
• Minimum of 1 year’s previous experience in providing customer support
• Knowledge of PC Architecture and Microsoft OS
• Knowledgeable in the use of various gaming consoles
• A keen interest in computer gaming and gaming peripherals (headsets, mice, keyboards, etc.)

Preferred Qualifications

• An additional European language (German/Italian/Spanish/Turkish)
• Experience with CRM systems
• Familiarity with RMA processes and logistical management
• Hands-on experience with HyperX or competitor gaming products
• Prior involvement in gaming communities or social media discussions

Required Skills

• Fluent bilingual communication in English and French
• Technical troubleshooting and problem-solving
• CRM system proficiency
• PC architecture and Microsoft OS knowledge
• Gaming peripherals and console expertise
• Excellent customer service and satisfaction focus
• Strong organizational and time management skills
• Ability to multitask and prioritize workload
• Team collaboration and backup support
• Logical thinking and quick learning
• Research initiative for complex queries
• Social media engagement in gaming communities
• RMA and logistical process management
• Positive attitude and technophile mindset
• Email template management and updates

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• Flexible workstyle with hybrid options in Reading, Berkshire
• Professional development programs and career mobility opportunities
• Employee stock purchase plan and retirement savings
• Generous paid time off and parental leave
• Access to HP's innovation labs and gaming technology resources
• Global collaboration network and mentorship programs
• Wellness programs including gym discounts and mental health support

HP Inc. is an equal opportunity employer.