About Us

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.

The Opportunity

We have an exciting opportunity for a Customer Success Agent to join our team on a 9-month fixed-term contract, supporting our GP software systems, HealthOne and HPM.

Reporting to the Customer Success Manager, you will troubleshoot technical issues, resolve customer queries and help customers get the most from our software. You will work with our Development, Hardware Support and Field Engineering teams to maintain service standards and deliver a positive customer experience.

What You'll Own

• Manage customer queries from initial contact through to resolution, ensuring issues are logged, prioritised and followed up.

• Provide technical support for our GP software over the phone and through remote access.

• Investigate hardware and connectivity issues, including PCs, printers, scanners and networks.

• Work closely with colleagues across Customer Success, Development and Hardware Support to resolve complex issues.

• Support testing of software updates and new releases, reporting potential issues to the Development Team.

• Coordinate with Field Engineers when issues require on-site support.

• Keep customers informed throughout the resolution process, maintaining clear and professional communication.

• Identify ways to improve the customer experience and highlight relevant additional software functionality or modules.

What We're Looking For

• Previous experience in customer support, IT support or a technical role is an advantage; graduates with strong technical aptitude are welcome.

• Good IT skills, including familiarity with Windows environments and basic troubleshooting.

• An understanding of databases, particularly SQL, would be beneficial.

• Strong problem-solving skills and a methodical approach to investigating issues.

• Excellent communication skills and a professional, customer-focused telephone manner.

• Ability to manage multiple queries, prioritise work and take ownership through to resolution.

• A positive, flexible attitude, willingness to learn and commitment to working well with colleagues.

What We Offer

At Lanas, you can expect challenging projects, real ownership, continuous learning and professional development, and the opportunity to contribute to technology that directly improves patient care. Our benefits include:

• Company matched pension scheme.

• 22 days annual leave, increasing annually up to 26 days (pro rata for the contract duration).

• Working abroad opportunities – up to 20 working days per year, subject to eligibility.

• Flexible working.

• 2 paid CSR Volunteering/Charity Days and 1 Wellbeing Day per year, subject to eligibility.

• Enhanced maternity and paternity benefits, subject to eligibility.

• Employee Assistance Programme, wellbeing supports and webinars.

• Annual leave purchase scheme, subject to eligibility.

Lanas is an equal opportunities employer.