Ontada Sr. Associate Service Desk Agent

Key Responsibilities

• Deliver white-glove customer experiences through proactive communication, case ownership, and issue resolution.
• Resolve moderate-complexity incidents and requests requiring deeper application and workflow knowledge.
• Serve as a subject matter resource for one or more assigned products, workflows, or support processes.
• Analyze customer-reported issues and perform intermediate troubleshooting using available support tools and resources.
• Identify patterns, trends, and recurring customer issues and recommend improvements.
• Assist B1 representatives with troubleshooting guidance and issue resolution.
• Participate in support readiness activities for product releases, enhancements, and workflow changes.
• Contribute to creation and maintenance of knowledge articles, troubleshooting guides, and support documentation.
• Support customer onboarding, education, and adoption activities when appropriate.
• Assist with queue management and workload balancing activities.
• Partner with peers and leadership to improve support processes and customer experiences.
• Demonstrate growing understanding of product integrations and downstream customer impacts.
• Additional Responsibilities
• Develop subject matter expertise in one or more products, workflows, or customer support processes.
• Assist with onboarding and training of new team members.
• Contribute to the creation of knowledge articles, troubleshooting guides, and customer-facing resources.
• Support product releases and readiness through knowledge acquisition and training participation.
• Provide guidance to B1 representatives on standard troubleshooting and support practices.
• Assist with queue management, workload balancing, and support coverage activities.
• Identify recurring customer issues and recommend process or documentation improvements.
• Participate in customer education and adoption activities as needed
• Demonstrate commitment to McKesson's i2CARE and LEADRx principles and customer-first culture.
• Support quality assurance initiatives and incorporate feedback into daily performance.

Minimum Requirement

Typically requires 1+ years of related experience.

• Education
• High School Diploma or equivalent
• Critical Skills
• 1+ years healthcare operations or technology support experience
• Consistent delivery of white-glove customer experiences in moderately complex support scenarios
• Strong analytical and troubleshooting skills
• Ability to independently resolve moderate-complexity customer issues
• Working knowledge of clinical, operational, and customer workflows
• Developing subject matter expertise in one or more supported products or services
• Strong case management and customer communication skills
• Ability to balance customer advocacy with operational requirements
• Knowledge management and documentation development skills
• Effective collaboration across teams and support functions
• Ability to guide and support less experienced team members

Additional Skills

• Experience supporting healthcare technology, clinical applications, or electronic health record systems
• Working knowledge of operating systems, application troubleshooting, and basic networking concepts
• Experience utilizing ticketing, knowledge management, and customer support platforms
• Ability to communicate effectively with customers, clinical staff, and business stakeholders
• Experience facilitating customer education, onboarding, or workflow support activities
• Ability to create or improve knowledge articles, training materials, and support documentation
• Bilingual English/Spanish proficiency preferred
• Prior healthcare operations, clinical support, or healthcare technology experience highly desired
• Demonstrated initiative in identifying process improvement opportunities
• Demonstrated ability to work effectively in a fast-paced environment

Shift Details

Flexible 8-10 hour shifts Monday-Friday between 6:00 AM and 6:00 PM Central, with participation in an on-call rotation (Thursday-Thursday, 6:00 PM-6:00 AM Central) to support customer incidents, service continuity, and business operations.

Physical Requirements

General Office Demands

Up to 20% Travel to Customer Sites for Implementation Assistance and Training Opportunity

Pay and benefits

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please

Our Base Pay Range for this position $22.57 - $37.61

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