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)* * *Role OverviewWe 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.
* * *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.
* * *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.
* * *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.
* * *Work Conditions* Willingness to work in a 12x5 support model.
* Flexible to cover rotational shifts (2 shifts) as required by the team.
* * *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 MonthlyBenefits:* 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) (Aguascalientes)
🏢 Ntt Data
📍 Aguascalientes