Product Technical Support SpecialistFacebook Member Group • New York, New York, United States
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Product Technical Support Specialist
Facebook Member Group
- New York, New York, United States
- New York, New York, United States
Über
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 elevate 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.
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
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 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
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Sprachkenntnisse
- English
Hinweis für Nutzer
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