Req ID: 365254
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 idóneo 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 u0026 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 ServiceNow or similar ticketing too

📌 Support Analyst (Guadalajara)
🏢 Ntt Data
📍 Guadalajara