Junior User Support & Enablement Specialist at Altera… · Remote

Summary: Harris Computer is a technology company that operates the Matcha enterprise AI platform used by a large workforce. The Junior User Support & Enablement Specialist will act as a liaison between the platform and its users, addressing user concerns, creating self-service resources, and ensuring effective use of AI tools. Responsibilities: - 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 to act without constant back-and-forth - Maintain a monthly 'Voice of the User' report, categorizing trends by business unit to identify where specialized training or pivots are needed - Own the Matcha Wiki, creating plain-language FAQs and guides that non-technical users can actually follow - Use Tango/Loom to build efficient 'step-by-step' visual guides, replacing traditional manual documentation - Assist in the production of training series, ensuring video modules (narrated by AI personas like Harry or Priya) are accessible and correctly tagged - Participate in light testing for new features, flagging usability friction before tools reach the broader user base - Identify recurring pain points—if the same question is asked five times, you proactively flag it as a product gap 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 Required Skills: Technical Comfort, Logical Flow Thinking, Communication Excellence Important Skills: Support Experience, Self-Organization Nice-to-Have Skills: AI Curiosity, Experience in Helpdesk, Fluency in French, Fluency in Spanish, Fluency in German, Experience in Technical Documentation