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JOB DESCRIPTIONReq ID:365253 We are currently seeking a Helpdesk / Chatbot support (Hybrid GDL) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX). Job Title:Junior L1 Support Analyst (Chatbot Support)Location:[Guadalajara / Hybrid] Shift:12x5 Support Coverage (Rotational Shifts Required) Role OverviewWe are looking for aJunior L1 Support Analystto 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 ResponsibilitiesAct as thefirst point of contactfor chatbot-related queries and issues. Respond tobasic user questionsand provide accurate, timely resolutions. Monitor chatbot interactions and identify potential issues or gaps. Escalate complex or unresolved issuesto L2 support following defined processes. Review and analyzeprevious ticketsto identify patterns and apply existing solutions. Categorize issues correctly and ensure proper documentation in the ticketing system. Maintain high standards ofcustomer service and communication . Continuously learn chatbot features, updates, and functionalities. Required Skills & QualificationsStrongEnglish communication skills(written and verbal). Basic understanding ofchatbots / conversational AI systems(training can be provided). Ability to follow processes andwork with ticketing systems . Strong analytical and problem-solving mindset. Ability toquickly learn new tools and technologies . Good attention to detail and organizational skills. Preferred (Nice to Have)Experience withServiceNowor similar ticketing tools. Experience incustomer support or technical support environments . Familiarity with issue categorization and incident management processes. Work ConditionsWillingness to work in a12x5 support model . Flexible to coverrotational shifts (2 shifts)as required by the team. What We’re Looking ForFast learners with a proactive attitude. Team players who can collaborate effectively with L2 support teams. Individuals who are reliable, adaptable, and customer-focused. 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, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.