AI 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 AI Support Analyst (Chatbot Support) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

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 (C1 or B2 plus).
• Understanding of  chatbots / conversational AI systems (required).
• 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

• 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, 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.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

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