AI Support Analyst (Chatbot Support)

Req ID: 365254

Job Title

AI Support Analyst (Chatbot Support)

Location

Guadalajara / Hybrid, Jalisco, Mexico

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 and Benefits

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

Equal Employment Opportunity

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement. For Pay Transparency information. For more information on your EEO rights under the law.