L1 Support Analyst (Chatbot Support)

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)

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.
• Flexible 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.

 

Salary:

• 25,000.00 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
•  Opportunity to grow in the company         

If you are interested, please apply & we will call you ASAP.

 

Salvador Velasco.

 

#LI-LATAM

 

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers,