Razer Software Specialist Training PDF

Case Handling for Software Cases Version Control Version # Date Author Change Logs 1.0 27 Apr 2024 Mike Tan First Version This document outlines the steps on how to support s...

Case Handling for Software Cases Version Control Version # Date Author Change Logs 1.0 27 Apr 2024 Mike Tan First Version This document outlines the steps on how to support software inquiry. Support Agent should follow the steps listed below. Background Software specialist will be officially launching 1 July, officially taking over the escalation of majority of Razer Software and all Synapse related cases. For the ownership/responsibility of the rest of the cases, please refer to table/workflow below. Channel/Ownership Email Chat/Phone Razer Synapse Software Specialist Razer Chroma App Razer Cortex L1/L2 Escalation follow existing Nexus Razer Axon Article Razer ID Razer 7.1 Surround L1/L2 Sound Escalation to be handle by Software Specialist via Email Streamer Companion L1/L2 App Escalation to be handle by Virtual Ring Light Software Specialist via Email THX Spatial Audio Mobile (Nexus, Gamer Rooms, Audio) L1/L2: How to Identify Customer’s Issue Is Software Related 1. Collect detailed information about the issue from the customer. If any aspect of the issue is unclear, ask probing questions to understand how the issue behaves. 2. Check if the issues are common symptoms of software related issues, such as a. Device Not Recognized by Software: i. Razer device not detected by the supporting software/app. ii. Error messages from Razer software/app. b. Functionality Issues: i. Certain features or buttons not working as intended. ii. Inconsistent performance or unexpected behaviour of the software/app. c. Software Errors: i. Application crashes or freezes when using the peripheral.  ii. Error messages specific to the device's companion software. 3. Check if the issue occurs when software is running: If the issue occurs while the software is running, it likely indicates that the problem is software-related. 4. Ensure you correct the Case Subject, Problem Type and Category once customer’s issue is confirmed. L1/L2: Step-by-Step Troubleshooting 1. For software related cases, please follow the FAQ in Nexus. 2. If FAQ does not resolve the issue, please follow instruction below: a. Synapse/Chroma App Related: i. Advise customer to clean install the software ii. Test the issue, and record the timestamp when the issue happened, immediately collect the log after the issue happened iii. Escalate to Software Specialist b. Cortex/Axon Related: i. Follow the workflow in Nexus article c. Other Application: i. Check if Kill App or Reinstalling the App is resolving the issue ii. Escalate to Software Specialist L1/L2: How to Escalate 1. Summarize your case note which included: a. Customer’s Issue b. Issue Occurrence c. Affected Device d. Completed Troubleshooting/Result e. Steps to reproduce the issue 2. Ensure your case tagging is correct a. Queue: “EUROPE-APS-JIRA” (to be changed to Software Specialist Queue) b. Case Type: Software & Services c. Status: NEW Software Specialist: Case Validation for JIRA Creation 1. Check if information being provided is sufficient to reproduce the issue reported, such as a. Customer’s Issue b. Issue Occurrence c. Affected Device d. Completed Troubleshooting/Result e. Steps to reproduce the issue f. Support Tag g. MSINFO h. Drivers  2. Once information gathering is completed, create JIRA ticket follow the steps in Nexus: COMBO: How to Create a JIRA Ticket | Razer Nexus, included the system info 3. OSVC Case. ensure your case tagging is correct a. Queue: “EUROPE-APS-JIRA” (to be changed to Software Specialist Queue) b. Case Type: Software & Services c. Status: PIU 4. New JIRA Creation a. Synapse 3 JIRA i. Status: Triage ii. Assignee: James Lo b. Synapse 4 JIRA i. Status: New ii. Assignee: Kuan 5. For Follow-Up, check notification daily in your JIRA workspace. a. Diligently check when cases status change to Pending Reporter b. OSVC Case Closure will be as usual – 7 days if no update. c. Create a new case when you need to update the customer. Software Specialist: Peer Feedback/ Case De-escalation 1. For cases that is being escalated to Software Specialist with insufficient info/ mishandling, please fill up the Peer Feedback Form 2. If the case is a hardware issue, please inform your TC for de-escalation. a. TC to re-assign to HW agent for further handling 3. If the case is a software issue, continue to clarify and support the customer.