Junior User Support & Enablement Specialist

The Role Matcha is Harris's enterprise AI platform, used by 15,000 employees across 187 business units. This role is the connective tissue between the platform and its users. You will translate user frustration into technical insights for R&D, build self-serve resources to reduce support volume, and ensure every employee gets maximum value from our AI tools. Reporting Structure Direct Report to: Director of AI Strategy and Business Intelligence Collaboration: Functional "Front-End" for the R&D Lead to validate and triage bug reports. WHAT YOU WILL OWN 1. Support Operations & Triage Inbox Management: Act as the first point of contact for the matcha@harriscomputer.com inbox, maintaining high response standards. Issue Escalation: Log bugs and feature requests in GitHub with enough technical context for the R&D team to act without constant back-and-forth. Sentiment & Adoption Reporting: Maintain a monthly 'Voice of the User' report, categorizing trends by business unit to identify where specialized training or pivots are needed. 2. Enablement & Content Creation Self-Serve Knowledge Base: Own the Matcha Wiki, creating plain-language FAQs and guides that non-technical users can actually follow. Visual Documentation: Use Tango/Loom to build efficient "step-by-step" visual guides, replacing traditional manual documentation. Matcha Academy Support: Assist in the production of training series, ensuring video modules (narrated by AI personas like Harry or Priya) are accessible and correctly tagged. 3. Product Validation User Acceptance Testing (UAT): Participate in light testing for new features, flagging usability friction before tools reach the broader user base. Feedback Loops: Identify recurring pain points—if the same question is asked five times, you proactively flag it as a product gap. What This Role Is Not A Developer Role: You do not need to write code. A Passive Ticket-Closer: You are expected to eliminate problems, not just respond to them. A Micro-Managed Function: You own your inbox and queue; self-direction is a requirement. Required Qualifications Communication Excellence: Ability to explain complex technical processes in plain English to diverse personas and proven verbal skills and exceptional written skills Logical Flow Thinking: 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). Proven problem-solving abilities. Technical Comfort: Familiarity with Microsoft 365 and an interest in learning GitHub and RAG (Retrieval-Augmented Generation) concepts. AI Curiosity: An 'early adopter' who already experiments with tools like ChatGPT, Claude, or Midjourney to solve daily hurdles. Self-Organization: Experience managing multiple open requests simultaneously without letting details slip. Support Experience: 1+ year(s) of customer service experience in a technical environment or relevant experience Work approach: Work well autonomously and ability to multi-task effectively Preferred Qualifications 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 Salary range : $52,000-$60,000 *Only successful candidates will be contacted*. Harris is committed to an equal opportunity employment program, and applications from members of targeted groups, including women, persons with disabilities, Indigenous peoples, and visible minorities, are encouraged. If you are a person with a disability, you may receive assistance with the screening and selection process upon request. The Harris Talent Acquisition team does not use text messages to communicate with candidates or solicit confidential information. We encourage all candidates to apply for posted positions. They will be contacted by either a Harris manager or a member of the Talent Acquisition team for an interview, provided they meet the required criteria. Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.