Job profile: Provisioning technical assistant

Next up as we find out more about the teams of people working together to bring Beaming customers the super fast, reliable broadband and impeccable service they expect, we talked to one of our provisioning technical assistants to find out more about the provisioning team’s work.

What is your job title?

Provisioning technical assistant.

What experience did you have prior to taking on the role?

I had absolutely no Telecoms experience at all before I started working at Beaming. I didn’t even know how to get my own home line installed. I did, however, have fairly intermediate knowledge of using a computer and various data input systems as my previous jobs were computer based and had their own bespoke systems. I’ve always been quite comfortable using a computer so felt confident I could pick up new skills quickly. Additionally, all my previous jobs involved speaking to and building a rapport with customers, both over the phone and face-to-face.

What skills do you have that help you in your work?

• Time management to make sure my work and inbox are managed efficiently
• Good communication skills when conversing with customers and Openreach
• Learn new information quickly
• Good literacy skills for sending emails

What does a typical day involve (if there is such a thing)?

The provisioning team works with new customers who are having a telephone/broadband line installed. We arrange for Openreach engineers to go out and install or set up any cabling or hardware that may be necessary and manage this to ensure that customers are served as quickly and conveniently as possible. First up in the day, I answer any emails and check our work queue for anything that has come in overnight. I then begin to work through my calendar and what I have scheduled for myself over the course of the day in regards to checking the progress of any orders that require manual intervention, as well as updating the associated customers. In amongst this we frequently ensure we check our Provisioning inbox for any emails that come through during the day so that we can respond to these within a reasonable time and place any new orders accordingly.

What’s your favourite part of the job?

The satisfaction of seeing a complicated or “troublesome” order go live, knowing that a lot of hard work has gone in to getting the customer up and running whilst facing unexpected obstacles.