IT Support Specialist: manage customer requests in a 10-hour downtime

This Job Simulation is designed to test and learn skills related to customer support in technical IT environments. It’s perfect for Customer Support Specialists, Managers and people dealing with technical support.

Your team

Your team is completely virtual and managed by AI but they will work with you like in real life. It will be fun!

Your mission

In this Job Simulation you will impersonate the role of IT Support Specialist for a large software company called BuildGlass. The company is experiencing a serious downtime that has been lasting for more than 10 hours. You need to manage a few critical customers and provide live support to them.

You will need to understand what’s going on talking to your internal team and – in the meantime – deal with the SVP Global of Customer Support, who is really nervous about all of this. As part of the simulation you will need to not only provide help and support during the downtime but also come up with a post mortem and suggestions on what it will need to change for the future.

Simulation details

BuildGlass Inc. is a dominant force in the global augmented reality (AR) platform industry, with a presence in every major market worldwide. Over 3,000 construction and architectural firms depend on BuildGlass, making it a transformative tool in how professionals visualize, design, and manage construction projects. From North America to Asia and Europe to Africa, BuildGlass’s influence is vast. Customers use BuildGlass to store, design and create all their construction projects: the tool has several project management features but it also stores all the pictures, documents and general files related to every building or project the customer needs to manage. BuildGlass has also a complex permission system that allows construction companies to share data and documents with all their external contractors.

Buildglass is the go-to digital platform solution in the construction industry but the company has been underinvesting in their infrastructure for more than 3 years while customers grew 5x. They are currently experiencing one of the worst downtimes in their history, they have been down for 10 hours blocking almost 40% of their customers globally, and some of the most critical ones unfortunately.

The company runs on Microsoft Azure and uses Okta as their main vendor for access management. It’s not clear if there is something wrong on their servers or also on Okta.

As an IT Support Specialist you are now managing the communication with these customers and you need to coordinate it in accordance with the internal team, trying to provide a good enough estimation and offering help in the meantime. Your customers have access to a live chat with you but some of them have also decided to escalate things talking to their account managers.

How to complete the simulation

To complete the simulation – after talking and managing customers and internal teams – you will need to prepare a DOC or PDF document and send it to your manager (the SVP Global Customer Support), with the following elements:

1. Write a post-mortem of what happened and how you managed the communication and customer support. Detail your choices and strategy. Explain how customers reacted to it.

2. List and explain what needs to change in terms of processes and approach to manage a future downtime of similar size.

Team

Who you will work with in this Simulation:
Your team is 100% generated by AI – you will not interact with real people and no human will read your conversation.

Brad Mitchell

SVP Global Customer Support at BuildGlass Inc. This is your manager in this simulation.

Linda Carter

Head of IT Infrastructure at BuildGlass Inc.

Lorena Bellefort

Head of Projects and Delivery at Skyline Constructions

Michael Bramos

Senior Project Manager Community Buildings, City of Las Vegas

Hunter Kreky

DevOps Engineer at BuildGlass Inc.

Bryan Rutan

CFO at Bellcorp Inc..

 

More about BuildGlass Inc.

BuildGlass Inc. has been recognized as one the best enterprise solutions for the construction industry. They might be victims of their success in this case. The numbers of customers grew 5x in the last 3 years but the overall IT infrastructure became more complex and overwhelmed by the many changes and requests of such growth.