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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?
1 July
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 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 _________________.
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Match the JIRA creation status with the corresponding assignee:
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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?
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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 _____________.
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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:
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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.
