Graduate Technical Support Representative (German/English)

About the role

HP is hiring a Graduate Technical Support Representative in Ariana, Tunisia, fluent in German and English. The role resolves moderate to complex technical problems, answers questions about services and products, and helps customers proactively. It works independently using established protocols, with moderate judgment, and coordinates departmental work while building positive relationships.

Key responsibilities

• Resolve moderate to complex technical problems involving hardware and software through customer interactions and proactive notifications.
• Answer questions about services, products, technical matters and customer relations, including features, specifications and repairs, aligned with warranties, enterprise agreements and mission-critical support.
• Help customers prevent or mitigate problems and take part in initiatives that improve processes and quality.
• Work with clients, programmers, QA testers and managers to deliver smooth project outcomes.
• Maintain trusted relationships with customers across technical user groups.
• Recommend improvements, coordinate departmental work, mentor the team and act as an escalation point.
• Monitor process execution and foster good working relationships with colleagues and management.

Required profile

• High school diploma, GED, higher secondary education or commensurate experience and demonstrated competence.
• Typically 0-2 years of related experience, preferably in remote or telephone support, technology or customer environments.
• Fluent German and English.

Required skills

• Active Directory, issue tracking and IT service management
• Desktop and help desk support, computer hardware and printer knowledge
• Microsoft Office 365 and Windows 10/11
• Agile methodology and automation