Description
About the Role
NeuralFrame, a leading provider of cloud-based cancer registry software (KACI), is seeking an experienced Product Technical Support Specialist to join our Operations and Support team. This customer-facing role serves as the critical bridge between our KACI platform users and our product development team, ensuring exceptional support delivery while providing strategic insights that drive product improvements.
What You'll Do
Customer Support & Problem Resolution
- Serve as the primary point of contact for KACI customers, managing inquiries and resolving technical issues through multiple channels (email, support desk, phone).
- Diagnose and troubleshoot complex technical problems, delivering timely and effective solutions.
- Provide expert guidance on KACI functionalities, workflows, and best practices.
- Triage and escalate sophisticated technical issues to appropriate development or engineering teams.
Training & Knowledge Transfer
- Develop deep expertise across all KACI modules and functionalities.
- Deliver comprehensive customer training on:
- Core Registry Operations: Casefinding methodologies, abstracting workflows, and follow-up procedures.
- Reporting & Analytics: Running standard and custom reports, creating dashboards, and interpreting data outputs.
- Data Management: Performing data exports, imports, and validation processes.
- System Administration: Settings configuration, user management, and administrative tasks.
- Create and maintain training materials, including guides, videos, and reference documentation.
- Conduct one-on-one and group training sessions via web conferencing.
- Assess customer training needs and customize instruction to different skill levels and learning styles.
- Support customer onboarding and adoption initiatives.
Documentation & Knowledge Management
- Maintain comprehensive records of customer interactions, technical issues, and resolutions.
- Create and update support documentation, knowledge base articles, and user guides.
- Develop standard operating procedures (SOPs) to streamline support processes.
- Capture customer feedback and usage patterns to inform product roadmap decisions.
Product Development Support
- Participate in quality assurance testing for new features and platform updates.
- Leverage oncology operations expertise to inform workflow design and system enhancements.
- Collaborate with software development teams to validate requirements and acceptance criteria.
- Identify opportunities for product improvements based on customer usage patterns.
Customer Success
- Build strong, consultative relationships with customers to promote platform adoption and satisfaction.
- Proactively communicate product updates, new features, and best practice recommendations.
- Contribute to customer retention through exceptional service delivery.
What Makes This Role Unique
This position offers the opportunity to directly impact both customer success and product evolution. Your oncology expertise will shape how KACI serves the cancer registry community, while your technical skills ensure customers maximize the platform's value. As a trusted advisor and educator, you'll empower registrars and registry teams to work more efficiently while gathering insights that drive meaningful product improvements. You'll work at the intersection of healthcare operations and technology innovation, making a meaningful difference in cancer data management.
Location
NeuralFrame is a remote-first company based out of Greenwich, CT. All employees must reside in the United States and be legally authorized to work in the United States.
Requirements
Required Qualifications
Technical Skills
- Proficiency in Microsoft Office applications, especially Excel and SharePoint.
- Strong technical aptitude with demonstrated experience troubleshooting complex software systems.
- Ability to quickly learn and master new healthcare technology platforms.
Professional Experience
- Associate's degree in healthcare, communications, or technology preferred; OR 4+ years of relevant healthcare or technology experience
- ODS (Oncology Data Specialist) Certification required.
- In-depth knowledge of cancer registry rules, standards, and workflows.
- Understanding of oncology data standards and regulatory requirements (SEER, NAACCR, CoC).
- Hands-on experience with cancer registry operations including casefinding, abstracting, and follow-up.
Core Competencies
- Exceptional problem-solving and analytical thinking abilities.
- Outstanding written and verbal communication skills with ability to explain technical concepts to diverse audiences.
- Strong training and presentation skills with ability to engage and educate adult learners.
- Strong customer service orientation with patience and empathy.
- Collaborative team player who thrives in cross-functional environments.
- Detail-oriented with excellent organizational skills.
- Positive attitude and genuine desire to help others succeed.
Preferred Qualifications
- Advanced Excel skills (pivot tables, VLOOKUP, data analysis).
- SQL query experience.
- Experience implementing quality assurance testing protocols.
- Background in healthcare IT implementation or software support.
- Previous experience training end-users on software applications.
- Experience developing training curricula or educational materials.
- Familiarity with healthcare data integration standards (HL7, FHIR).
- Experience with cancer registry software platforms.
- Previous experience creating training materials or technical documentation.
