NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.
Job Title: Junior L1 Support Analyst (Chatbot Support)
Location: (Guadalajara / Hybrid) Shift: Rotational Shifts (Required)
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.
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 & 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.
- Customer care experience.

Work Conditions
- Willingness to work in a 12x5 support model.
- Adaptable to cover rotation

📌 Support Analyst (Cuautitlán Izcalli)
🏢 Ntt Data
📍 Cuautitlán Izcalli