Junior User Support & Enablement Specialist (AI)

TL;DR

Junior User Support & Enablement Specialist (AI): Connecting the enterprise AI platform with its users, translating frustrations into insights for R&D, and building self-serve resources to maximize employee value. Focus on issue triage, content creation, and product validation through user feedback loops.

Location: Remote - Alberta, Nova Scotia, Canada. Ontario, British Columbia, Canada

Salary: $52,000-$60,000

Company

Matcha is Harris's enterprise AI platform, used by 15,000 employees across 187 business units.

What you will do

• Act as the first point of contact for the matcha@harriscomputer.com inbox, maintaining high response standards.
• Log bugs and feature requests in GitHub with enough technical context for the R&D team.
• Maintain a monthly 'Voice of the User' report, categorizing trends by business unit.
• Create plain-language FAQs and guides that non-technical users can follow in the Matcha Wiki.
• Build efficient "step-by-step" visual guides using Tango/Loom.
• Participate in light testing for new features, flagging usability friction before tools reach the broader user base.

Requirements

• Ability to explain complex technical processes in plain English to diverse personas.
• Ability to troubleshoot step-by-step logic (e.g., identifying if an AI agent failed due to a prompt, a data source, or a workflow break).
• Familiarity with Microsoft 365 and an interest in learning GitHub and RAG (Retrieval-Augmented Generation) concepts.
• An 'early adopter' who already experiments with tools like ChatGPT, Claude, or Midjourney.
• Experience managing multiple open requests simultaneously without letting details slip.
• 1+ year(s) of customer service experience in a technical environment or relevant experience.

Nice to have

• Experience in Helpdesk, IT Support, or SaaS Customer Success.
• Prior use of JIRA, GitHub, or similar issue-tracking systems.
• Fluency in French, Spanish, or German is a significant asset for our global business units.
• Experience in technical documentation

Culture & Benefits

• Committed to an equal opportunity employment program.
• Applications from members of targeted groups are encouraged.