Advanced Product Support Specialist

at  Razer USA Ltd

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.
Job Responsibilities :
Product Support Engineer for Software
Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.
Job Summary:
We are seeking a dedicated and skilled Software Support Engineer with a minimum of 3 years of experience in desktop and application troubleshooting, drivers, and working with gaming PC peripherals. The ideal candidate will be responsible for providing exceptional software support for new product introductions, identifying and developing responses to trending software issues reported from level 2 Customer Service, and ensuring a high level of customer satisfaction.
Key Responsibilities:

Desktop and Application Troubleshooting:

• Diagnose and resolve software issues on desktops and applications.
• Provide technical support for software installations, updates, and configurations.

Drivers and PC Peripherals:

• Install, configure, and troubleshoot drivers for various hardware devices.
• Support and troubleshoot issues related to PC peripherals such as printers, scanners, and other input/output devices.

Software Support for New Product Introduction:

• Collaborate with the product development team to provide software support for new products.
• Ensure smooth transition and integration of new software products into the existing infrastructure.

Trending Software Issues:

• Monitor and identify trending software issues reported from level 2 Customer Service.
• Develop and implement effective solutions and responses to address these issues.
• Provide feedback and insights to the development team to improve software quality and performance.

Customer Service:

• Act as a point of escalation for complex software issues from level 2 Customer Service.
• Provide timely and effective support to ensure customer satisfaction.
• Maintain detailed documentation of issues, solutions, and best practices.

Continuous Improvement:

• Stay up-to-date with the latest technology trends and advancements in software support.
• Proactively identify areas for process improvement and implement enhancements to increase efficiency and effectiveness.

Pre-Requisites :

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 3 years of relevant experience in desktop and application troubleshooting, drivers, and working with PC peripherals.
• Technical Skills:
• Proficiency in Windows and Mac operating systems.
• Strong understanding of software installation, configuration, and troubleshooting.
• Experience with driver installation and troubleshooting.
• Familiarity with various gaming PC peripherals and related software for configurations
• JQL or SQL & PowerBI for data analysis & data reporting
• Soft Skills:
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to delivering high-quality support.

Are you game

Please refer the Job description for details