Customer Success Agent (Dublin or Sligo)

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 Suremed Solution.

Reporting directly into the Customer Success Team Lead, you will be contacting our Suremed customers, ensuring satisfaction, and identifying any issues as they arise. The end goal being a seamless experience for our customers when using Suremed. This is an excellent opportunity to build your career in a fast-paced, global company.

Responsibilities include but are not limited to:

• Proactively calling our customers, assisting with their Suremed queries so that they can get them submitted to insurance companies in a timely manner.
• Updating the status of each ticket on our ticketing system, so that our insurer clients can see in detail the status of each one.
• Bringing any issues to light so that they can be solved by our support or development teams
• To identify, resolve, log and follow up all client queries at all levels of support with our Suremed product.
• Working with other colleagues on the team to help resolve customer issues.
• Ensure that the highest level of communication is maintained regarding 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.
• You must be able to multi-task and have excellent communication and keyboard skills.
• Excellent telephone manner and interpersonal skills.
• Ability to focus and get through a large number of outgoing calls in a day
• Meticulous note logging so that everyone has visibility on where things stand
• 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.
• Flexible working.
• 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.