AI Support Analyst (Chatbot Support)

NTT DATA is looking for an AI Support Analyst (Chatbot Support) in Guadalajara, Jalisco (MX-JAL), Mexico.

Role Overview

Junior L1 Support Analyst to provide first‑line support for chatbot‑related queries. Handle basic user inquiries, ensure smooth chatbot interactions, and escalated complex issues to L2 when necessary. Fast learner with strong communication skills and structured 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.
• Mai...