Meet our Broadband Tech Team | Gemma Harper
"My day is never dull or the same, with meeting our vast range of customers and helping them with all their Sky services."
Name: Gemma Harper
Tell us a bit about your role – what’s your job title and what do you do at Sky?
Broadband Tech Team Expert. I am an Engineer who fixes customers Sky Talk & Broadband issues within their home and provides a great Sky experience. My day is never dull or the same, with meeting our vast range of customers and helping them with all their Sky services.
What were you doing before you joined?
I came from Sky Dunfermline Contact Centre where I supported agents taking Sky Talk & Broadband based calls to ensure we were doing the right thing for our customers and getting their services working as quickly as possible.
What do you enjoy most about your role?
Satisfaction of fixing the fault, when it’s complicated. Really digging deep and thinking about how to fix a fault that isn’t a standard job to really excel the Sky Brand to success.
What’s your team like?
They are the funniest bunch of people! It amazes me that we are such a close team and communicate regularly with each other and let our personalities shine when we rarely see each other.
What training and support have you received working here?
I was fortunate to know a lot on Sky Talk & Broadband issues from my previous role, however, I received detailed classroom training mixed with field experience by spending time going out with a fellow Tech Team Expert
So far, what’s been your biggest achievement here?.
My NPS to date is 100% which I love as it shows that not only can I be technical in fixing our customers issues but that I'm also providing great customer service.