Simulation Details

Handle a critical customer during a major platform outage while maintaining relationships.

Nexis Solutions is a leading tech company specializing in enterprise software services, particularly robust authentication services. They utilize high-performance servers like Dell PowerEdge R740xd and HP ProLiant DL380 Gen10, and manage data with SQL and NoSQL databases such as MySQL and MongoDB. The company employs advanced authentication protocols like OAuth 2.0 and SAML to ensure secure and reliable access for their clients. Nexis Solutions has achieved significant milestones, including winning the Tech Innovator Award in 2022 for their multi-factor authentication system. They serve key clients across various industries, including finance, healthcare, and e-commerce, with notable clients like Global Bank, HealthFirst Medical Group, and ShopEase. The company leverages tools like Splunk, Tableau, and New Relic for analytics and monitoring, emphasizing clear communication to maintain transparency and trust with clients.

You are tasked with managing a critical authentication service outage affecting Nexis Solutions’ key client, Global Bank. The outage has lasted for 1 hour, impacting 15,000 users and causing revenue losses of $10,000 per hour. The engineering team has implemented temporary fixes and is working on a permanent resolution expected to take an additional 2 hours. Your role is to provide transparent updates to Michael Harrington, the VP of Operations at Global Bank, and manage customer expectations to prevent escalation.

As a Senior Technical Support Engineer, your mission is to manage the relationship with Michael Harrington during the outage. You need to communicate the expected resolution time of 2 hours and ensure he understands the timeline. Additionally, you must propose a schedule for regular updates and confirm his satisfaction with the frequency and content of these updates. Seek guidance from Sarah Thompson, the Director of Technical Support, on structuring the update schedule effectively.

– Communicate the expected resolution time of 2 hours to Michael Harrington.
– Propose a schedule for regular updates and confirm Michael’s satisfaction.
– Prevent the issue from escalating to higher executives.
– Maintain client trust through clear and specific communication.

– Crisis Communication Skills
– Managing Customer Expectations

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.

Michael Harrington
VP of Operations

Sarah Thompson
Director of Technical Support

Organization

A leading tech company specializing in enterprise software services, particularly in providing robust authentication services.