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    4. Technical Support Advisor
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    Bookmark's Technical Support Advisor will play an important role in providing technical support to our team, partner schools and dedicated volunteers. We have developed an online solution that enables our volunteers to conduct online one-to-one reading sessions with children at our partner schools. This role will not only support the variety of external queries, from supporting school IT leads setting the platform up, to helping volunteers understand the technical elements of their role, but will also support our internal team with their technology related needs.

    This role is in opportunity to gain experience within our exciting charity. It is suitable for those who may want to develop careers in technical customer service, business administration,and/ ortechnology solution development, particularly within an industry leading CRM package.

    We are a small but growing team of hard-working people, who care about what we do. We love to roll up our sleeves, try new ways of doing things, and support each other so that we can achieve our goals. If that sounds like you and you share our vision and values, we'd love to hear from you.

    Bookmark is committed to promoting a diverse and inclusive community. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunity for flexible working arrangements to support team members from different backgrounds.

    The salary for this role is £24 000. Please apply by completing an application form and emailing it to talent@bookmarkreading.org

    The deadline is midnight on Friday 23rd September, with interviews taking place w/c 3rd October 2022.

    Job Description

    • Working within the technology team to act as first line support for incoming technical queries from schools and volunteers

    • Co-ordinate and facilitate technical requirements when new partner schools sign up to the Bookmark programme

    • Escalate incidents and requests to the Senior Technical Support Advisor and when necessary to the CTO when additional expertise is required, or time thresholds have been reached

    • Support and liaise with the Volunteer and Schools teams, who are responsible for Bookmark's relationship with schools and volunteers

    • Support and liaise with our Application Support and Operational Support teams, who are responsible for processing the applications of new volunteers and dealing with operational queries

    • Collate, input and maintain accurate information on our systems, including Salesforce CRM and SharePoint

    • Become a Salesforce champion within the Charity by helping to build reports, and facilitate customisation and change according to the charity’s needs

    • Provide ad hoc technology related support to the Bookmark teams, schools and volunteers

    • Assist with other aspects of the onboarding of volunteers, maintaining accurate and up to date information

    • Participate in the continual improvement of knowledge capture and management

    • Continually seek opportunities to increase customer satisfaction and deepen ongoing relationships

      Person Specification

      • Proficient in Microsoft Office suite (particularly Word, PowerPoint and Excel)

      • An industry recognised IT qualification, such as CompTIA A+

      • Salesforce experience preferred

      • Good communication skills, both verbal and written

      • Friendly, inquisitive and helpful mindset with a structured problem-solving approach with excellent attention to detail.

      • Service delivery focussed with strong organisational skills

      • Ability to work independently and contribute as part of a team

      • Enthusiastic, professional, and positive, with a strong desire to learn

      • Flexible mindset to working in a busy organisation

    Bookmark is committed to safeguarding and promoting the well-being and welfare of children and requires everyone associated with the charity, including all trustees, employees, and volunteers to share this commitment. Successful applicants will need to undergo child protection screening appropriate to the role, including references from past employers and Disclosure and Barring Service checks.