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Ai Support Analyst (Chatbot Support)

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NTT DATA

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Location:
Mexico , Guadalajara

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

25000.00 MXN / Month
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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

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
What we offer:
  • 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

Additional Information:

Job Posted:
April 24, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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