Req ID:

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.