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Junior User Support & Enablement Specialist

Company

N. Harris Computer Corporation - CAD

Location

Canada, Canada

Type

Full time

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 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 Repo...

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