Product Technical Support Specialist

Neural Frame, 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.

• 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 elevate sophisticated technical issues to appropriate development or engineering teams

• Develop deep expertise across all KACI modules and functionalities
• Deliver comprehensive customer training on:
  • Core Registry Operations: Case finding 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

• 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

• 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

• 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

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.

• Proficiency in Microsoft Office applications, especially Excel and Share Point
• Strong technical aptitude with demonstrated experience troubleshooting complex software systems
• Ability to quickly learn and master new healthcare technology platforms

• Bachelor'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 case finding, abstracting, and follow‑up

• Exceptional problem‑solving and analytical thinking abilities
• Outstanding…