**Req ID**: ******
We are currently seeking a Helpdesk / Chatbot support (Hybrid GDL) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).
**Job Title**: Junior L1 Support Analyst (Chatbot Support)
**Location**: (Guadalajara / Hybrid)
**Shift**: 12x5 Support Coverage (Rotational Shifts Required)
Role Overview
Key Responsibilities
- Act as the first point of contact for chatbot-related queries and issues.
- Respond to basic user questions and provide accurate, timely resolutions.
- Monitor chatbot interactions and identify potential issues or gaps.
- Escalate complex or unresolved issues to L2 support following defined processes.
- Categorize issues correctly and ensure proper documentation in the ticketing system.
- Maintain high standards of customer service and communication.
- Continuously learn chatbot features, updates, and functionalities.
Required Skills & Qualifications
- Strong English communication skills (written and verbal).
- Basic understanding of chatbots / conversational AI systems (training can be provided).
- Ability to follow processes and work with ticketing systems.
- Strong analytical and problem-solving mindset.
- Ability to quickly learn new tools and technologies.
- Good attention to detail and organizational skills.
Preferred (Nice to Have)
- Experience with ServiceNow or similar ticketing tools.
- Experience in customer support or technical support environments.
- Familiarity with issue categorization and incident management processes.
Work Conditions
- Willingness to work in a 12x5 support model.
- Adaptable to cover rotational shifts (2 shifts) as required by the team.
What We're Looking For
- Fast learners with a proactive attitude.
- Team players who can collaborate effectively with L2 support teams.
- Individuals who are reliable, adaptable, and customer-focused.
About NTT DATA