100% connected Service Technician

Thanks to digital connectivity, service technicians can be more efficient and improve customer service quality. Said, who works for Orange in Amiens, explains more.

Can you explain what you do at Orange?

I am responsible for installing and maintaining Orange services in the home, for example connecting up people’s fibre. I focus on the part of the network that goes from the connection point to the home. My job includes installing equipment such as the Livebox or the TV set-top box and helping customers get started. And of course, I help troubleshoot if there is a problem that needs technical support.

How has digital transformed your role?

Our jobs have evolved because customers are more autonomous when it comes to installing equipment, optimising their Wi-Fi coverage and even troubleshooting. But we’re always on hand if they need us. Digital has a positive impact on our day-to-day work. We use tablets and PCs that have apps that cover 95% of cases, which means we only need to ask Group experts for advice over the phone for really complex problems. We’re more autonomous and efficient. Digital simplifies our everyday work when it comes to testing the customer’s line, understanding the extent of a problem, looking up the previous service history and visualising the plan of action for a new connection.

What are the 3 skills you need to be a service technician?

In addition to technical skills, you have to be careful and pay attention to detail. We represent Orange and so the impression we give to our customers is very important for the Group’s reputation. We work in a joined-up and analytical way to quickly understand what our customers need, translate it into technical language (what a customer calls a cable is a fibre jumper for us!) and find a suitable solution. We also need to be adaptable and help explain to customers why something might have stopped working and more importantly how we can fix it.

If you wanted to attract someone to the same job as you, what are the 3 points you would highlight?

First of all, autonomy, because we’re free to manage our schedule within the fixed call-out slots. Secondly, diversity, because every home is different, and each technical problem has a slightly different configuration when it comes to the customer's installation. Every customer is unique and has specific needs. There’s never a risk of becoming bored! And finally, the social aspect with customers. It’s alway s a challenge because the first point of contact can be complicated, especially in technical support if the customer isn’t happy, but it often ends with a coffee and a satisfied customer…