Customer Success Agent

Lanas Healthcare Technology Ltd; Sligo; On-site; EUR 30,000 - 46,000; Full time

Benefits offered by this job

Company matched pension

22 days annual leave increasing to 26

Working abroad opportunities

CSR volunteering days

Wellbeing Day

Maternity & Paternity Benefits

Employee Assistance Programme

Wellbeing webinars

Leave purchase scheme

Job summary

Lanas Healthcare Technology Ltd in Ireland is seeking a Customer Success Agent to join the busy Customer Success Team. You will resolve customer queries for GP software Healthone and HPM, log issues, and upsell relevant modules.

This is an excellent opportunity to grow within a fast-paced, global company and build your career in healthcare technology. The ideal candidate will have strong communication skills, knowledge of databases (SQL), and a proactive, patient-focused approach to helping

Qualifications

• Good knowledge of databases (SQL).
• Must be able to multi-task and have excellent communication and keyboard skills.
• Excellent telephone manner and interpersonal skills.
• Willingness to learn and develop in customer success.
• Good team player with a positive attitude.
• Professional approach and focus on customer outcomes.

Responsibilities

• Identify and resolve client queries at all levels of support.
• Troubleshoot GP software Healthone and HPM via phone or remote sessions.
• Log and follow up issues, escalating where needed.
• Coordinate with the Development and Hardware teams on issue resolution.
• Test new software versions and communicate findings to stakeholders.
• Maintain high-quality communication with clients and seek opportunities to upsell modules.

Skills

SQL knowledge

Multi-tasking

Communication skills

Telephone manner

Team player

Willingness to learn

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 GP Software systems Healthone and HPM.

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:

• To identify, resolve, log and follow up all client queries at all levels of support.
• Working on the GP Support Team troubleshooting our in-house software over the phone or via Remote Dial.
• Troubleshooting hardware problems e.g., PCs/Printers/Networks/Scanners.
• Working with other colleagues on the team to help resolve customer issues.
• Testing new versions of the software and leasing with the Development Department to report any potential issues found.
• Working closely with our hardware desk to resolve issues.
• Liaising with our field engineers to arrange site visits for issues that cannot be solved over the phone.
• Ensure that the highest level of communication is maintained with regard to client queries, issues, and complaints.
• 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.
• Good knowledge of databases (SQL).
• You must be able to multi-task and have excellent communication and keyboard skills.
• Excellent telephone manner and interpersonal skills.
• Willingness to learn.
• Good team player.
• Positive and flexible attitude.
• Highly motivated.
• 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.
• Working abroad opportunities – 20 working days per year.
• 2 paid CSR Volunteering/Charity Days per year.
• 1 Wellbeing Day per year.
• Enhanced Maternity & Paternity Benefits.
• Full access to our Employee Assistance Programme.
• Regular wellbeing supports and webinars.
• Annual leave purchase scheme.

Lanas is an equal opportunities employer.