Customer Success Agent

Lanas Healthcare Technology Ltd; Dublin; Hybrid; EUR 35,000 - 50,000; Full time

Benefits offered by this job

Company matched pension scheme

22 days annual leave increasing to 26

Enhanced maternity/paternity benefits

Flexible working/work from home

CSR volunteering days

Wellbeing Day

Employee Assistance Programme

Wellbeing webinars

Annual leave purchase scheme

Working abroad opportunities

Job summary

Lanas Healthcare Technology Ltd in Ireland is seeking a Customer Success Agent to join the busy Customer Success Team, supporting the RxWeb product. You will resolve customer queries, drive satisfaction, and identify upselling opportunities to add value.

Reporting to the Customer Success Manager, you will troubleshoot software and hardware issues over the phone or remotely, maintain clear communication, and collaborate with colleagues to deliver outstanding service and continuous improvement.

Qualifications

• Customer-focused with a passion for delivering exceptional service.
• Excellent communication and telephone manner.
• Ability to multi-task and manage competing priorities.
• Good knowledge of databases (SQL) is an advantage.
• Willingness to learn and develop new skills.
• Positive, flexible, and proactive attitude.
• Highly motivated, accountable and results-driven.
• Professional approach and strong team player.
• Interest in developing a career in customer success, with a value-driven mindset.

Responsibilities

• Identify, resolve, log, and follow up on all customer queries at all levels of support.
• Troubleshoot our software for pharmacies over the phone or via Remote Dial In.
• Troubleshoot hardware problems (PCs, printers, networks, scanners).
• Collaborate with the team to resolve customer issues efficiently.
• Maintain the highest level of communication regarding customer queries, issues, and complaints.
• Proactively identify customer needs and recommend additional modules or features that add value.
• Support customers in maximizing the benefits of our software, driving adoption and satisfaction.
• Take accountability for customer outcomes, ensuring issues are resolved and customers are delighted.
• Contribute to a culture of continuous improvement and customer excellence.

Skills

Customer focus

Communication skills

Interpersonal skills

Multi-tasking

Problem solving

Accountability

Team player

Proactive attitude

Willingness to learn

Tools

SQL

Job description

Lanas is igniting healthcare innovation. For nearly three decades, we have connected GPs, pharmacists, specialists, surgeons, and other healthcare professionals with the best technology possible, from trusted everyday systems to new innovative tools that add real value for our customers.

Our technology is used by millions of clinical users in over twenty countries. From core clinical workflows to AI-driven innovation, our products help reduce admin, improve access, drive efficiencies, and support safer, more connected care.

We have an exciting opportunity for a Customer Success Agent to join our busy Customer Success Team, supporting our RxWeb product. This role is ideal for someone who is passionate about delivering customer excellence and has a passion for solving problems.

Reporting directly into the Customer Success Manager, you will be responsible for resolving customer queries, ensuring satisfaction, and identifying opportunities to add value through upselling our software and additional modules. This is an excellent opportunity to build your career in a fast-paced, global company.

Responsibilities include but are not limited to:

• Identify, resolve, log, and follow up on all customer queries at all levels of support.
• Troubleshoot our software for pharmacies over the phone or via Remote Dial In.
• Troubleshoot hardware problems (PCs, printers, networks, scanners).
• Collaborate with the team to resolve customer issues efficiently.
• Maintain the highest level of communication regarding customer queries, issues, and complaints.
• Proactively identify customer needs and recommend additional modules or features that add value.
• Support customers in maximizing the benefits of our software, driving adoption and satisfaction.
• Take accountability for customer outcomes, ensuring issues are resolved and customers are delighted.
• Contribute to a culture of continuous improvement and customer excellence.

The ideal candidate will possess the following qualification, skills, knowledge, and attributes:

• Both graduates and experienced candidates welcome.
• Strong customer focus with a passion for delivering exceptional service.
• Excellent communication, telephone manner, and interpersonal skills.
• Ability to multi-task and manage competing priorities.
• Good knowledge of databases (SQL) is an advantage.
• Willingness to learn and develop new skills, especially in customer success and upselling.
• Positive, flexible, and proactive attitude.
• Highly motivated, accountable, and results-driven.
• Professional approach and strong team player.
• Interest in developing a career in customer success, with a mindset focused on customer outcomes and value.

At Lanas, you can expect challenging projects, task ownership, continuous training and professional development, and ultimately, the chance to grow a career in an experienced company directly helping to improve patient care. Further, you can also expect:

• Company matched pension scheme.
• 22 days annual leave, increasing yearly up to 26 days.
• Enhanced maternity/paternity benefits.
• Flexible working/work from home opportunities.
• 2 paid CSR Volunteering/Charity Days per year.
• 1 Wellbeing Day per year.
• Full access to our Employee Assistance Programme.
• Regular wellbeing supports and webinars.
• Annual leave purchase scheme.
• Working abroad opportunities - 20 working days per year.

Lanas is an equal opportunities employer.