Req ID: ******
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.
If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a L1 Support Analyst (Chatbot Support) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).
Job Title: Junior L1 Support Analyst (Chatbot Support)
Location: (Guadalajara / Hybrid)
Shift: Rotational Shifts (Required)
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Role Overview
We are looking for a Junior L1 Support Analyst to provide first-line support for chatbot-related queries.
This role focuses on handling basic user inquiries, ensuring smooth chatbot interactions, and escalating complex issues to L2 support when necessary.
The ideal candidate is a fast learner with strong communication skills and a structured approach to problem-solving.
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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.
* Review and analyze previous tickets to identify patterns and apply existing solutions.
* 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.
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Required Skills u**** 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.
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Preferred (Nice to Have)
* Experience with Service Now or similar ticketing tools.
* Experience in customer support or technical support environments.
* Familiarity with issue categorization and incident management processes.
* Customer care experience.
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Work Conditions
* Willingness to work in a 12x5 support model.
* Versátil to cover rotational shifts (2 shifts) as required by the team.
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What Weu****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.
Salary:
* 25,****** MXN Monthly
Benefits:
* Grocery Tickets - 12% of base salary
* Saving funds - 12% of base salary
* 30 days of Christmas bonus
* 12 days of vacations
* 50% Vacation bonus
* 5 personal days per year
* Medical insurance (You and your family)
* Life insurance

📌 Support Analyst (Chatbot Support) (Mexicali)
🏢 Ntt Data
📍 Mexicali