Helpdesk / Chatbot Support (Hybrid Gdl)

**Req ID**: ******
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 Overview
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.
- 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 skil...