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Questions and Answers
When will the software specialist officially take over the escalation of Razer software and all Synapse related cases?
When will the software specialist officially take over the escalation of Razer software and all Synapse related cases?
1 July
Which channel/ownership is responsible for Razer 7.1 Surround Sound cases?
Which channel/ownership is responsible for Razer 7.1 Surround Sound cases?
If a Razer device is not detected by the supporting software/app, it indicates a:
If a Razer device is not detected by the supporting software/app, it indicates a:
If the issue occurs while the software is running, it likely indicates that the problem is software-related.
If the issue occurs while the software is running, it likely indicates that the problem is software-related.
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For Synapse/Chroma App related issues, after advising the customer to clean install the software, the next step is to escalate to _________________.
For Synapse/Chroma App related issues, after advising the customer to clean install the software, the next step is to escalate to _________________.
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Match the JIRA creation status with the corresponding assignee:
Match the JIRA creation status with the corresponding assignee:
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What steps should a Support Agent follow to handle software inquiry?
What steps should a Support Agent follow to handle software inquiry?
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How can a Support Agent identify if a customer's issue is software-related?
How can a Support Agent identify if a customer's issue is software-related?
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For software-related cases, what should a Support Agent follow if the FAQ in Nexus does not resolve the issue? Advise customer to clean install the software and escalate to _____________.
For software-related cases, what should a Support Agent follow if the FAQ in Nexus does not resolve the issue? Advise customer to clean install the software and escalate to _____________.
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It is important to summarize case notes before escalating a case.
It is important to summarize case notes before escalating a case.
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Match the following tags with their correct significance in JIRA ticket creation:
Match the following tags with their correct significance in JIRA ticket creation:
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Study Notes
Case Handling for Software Cases
- Software specialist will officially launch on July 1, taking over the escalation of majority of Razer Software and all Synapse related cases.
- The ownership/responsibility of the rest of the cases is outlined in the table/workflow below.
Channel/Ownership
- Razer Synapse: Software Specialist
- Razer Chroma App: L1/L2
- Razer Cortex: L1/L2
- Razer Axon: Article
- Razer ID: L1/L2
- Razer 7.1 Surround Sound: L1/L2
- Streamer Companion App: L1/L2
- Virtual Ring Light: L1/L2
- THX Spatial Audio: L1/L2
- Mobile (Nexus, Gamer Rooms, Audio): L1/L2
L1/L2: Identifying Customer's Issue
- Collect detailed information about the issue from the customer.
- Check if the issue is common symptoms of software related issues, such as:
- Device Not Recognized by Software
- Functionality Issues
- Software Errors
- Check if the issue occurs when software is running.
- Ensure correct Case Subject, Problem Type, and Category once customer's issue is confirmed.
L1/L2: Step-by-Step Troubleshooting
- For software related cases, follow the FAQ in Nexus.
- If FAQ does not resolve the issue, follow specific instructions for:
- Synapse/Chroma App Related
- Cortex/Axon Related
- Other Application
L1/L2: How to Escalate
- Summarize case notes including:
- Customer's Issue
- Issue Occurrence
- Affected Device
- Completed Troubleshooting/Result
- Steps to reproduce the issue
- Ensure correct case tagging:
- Queue: "EUROPE-APS-JIRA" (to be changed to Software Specialist Queue)
- Case Type: Software & Services
- Status: NEW
Software Specialist: Case Validation for JIRA Creation
- Check if information provided is sufficient to reproduce the issue reported.
- Once information gathering is completed, create JIRA ticket following the steps in Nexus.
- Ensure correct case tagging:
- Queue: "EUROPE-APS-JIRA" (to be changed to Software Specialist Queue)
- Case Type: Software & Services
- Status: PIU
Software Specialist: Peer Feedback/Case De-escalation
- For cases with insufficient info/mishandling, fill up the Peer Feedback Form.
- If the case is a hardware issue, inform TC for de-escalation.
- If the case is a software issue, continue to clarify and support the customer.
Case Handling for Software Cases
- Software specialist will officially launch on July 1, taking over the escalation of majority of Razer Software and all Synapse related cases.
- The ownership/responsibility of the rest of the cases is outlined in the table/workflow below.
Channel/Ownership
- Razer Synapse: Software Specialist
- Razer Chroma App: L1/L2
- Razer Cortex: L1/L2
- Razer Axon: Article
- Razer ID: L1/L2
- Razer 7.1 Surround Sound: L1/L2
- Streamer Companion App: L1/L2
- Virtual Ring Light: L1/L2
- THX Spatial Audio: L1/L2
- Mobile (Nexus, Gamer Rooms, Audio): L1/L2
L1/L2: Identifying Customer's Issue
- Collect detailed information about the issue from the customer.
- Check if the issue is common symptoms of software related issues, such as:
- Device Not Recognized by Software
- Functionality Issues
- Software Errors
- Check if the issue occurs when software is running.
- Ensure correct Case Subject, Problem Type, and Category once customer's issue is confirmed.
L1/L2: Step-by-Step Troubleshooting
- For software related cases, follow the FAQ in Nexus.
- If FAQ does not resolve the issue, follow specific instructions for:
- Synapse/Chroma App Related
- Cortex/Axon Related
- Other Application
L1/L2: How to Escalate
- Summarize case notes including:
- Customer's Issue
- Issue Occurrence
- Affected Device
- Completed Troubleshooting/Result
- Steps to reproduce the issue
- Ensure correct case tagging:
- Queue: "EUROPE-APS-JIRA" (to be changed to Software Specialist Queue)
- Case Type: Software & Services
- Status: NEW
Software Specialist: Case Validation for JIRA Creation
- Check if information provided is sufficient to reproduce the issue reported.
- Once information gathering is completed, create JIRA ticket following the steps in Nexus.
- Ensure correct case tagging:
- Queue: "EUROPE-APS-JIRA" (to be changed to Software Specialist Queue)
- Case Type: Software & Services
- Status: PIU
Software Specialist: Peer Feedback/Case De-escalation
- For cases with insufficient info/mishandling, fill up the Peer Feedback Form.
- If the case is a hardware issue, inform TC for de-escalation.
- If the case is a software issue, continue to clarify and support the customer.
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Description
This quiz covers the steps to support software inquiries and outlines the role of software specialists in escalating software issues.
