Adrija Das

Seeking a good opportunity to apply my 2.8 years of experience in ERP systems, enhance my knowledge and skills, and contribute effectively to the success and growth of the organization.

Tech Support Engineer at GINESYS - Center of Excellence (Ginni Systems Limited) (2024 – Present)

• Handled customer queries, complaints, and support tickets raised through webforms and internal ticketing tools, providing clear, accurate, and professional written resolutions.
• Resolved L1/L2 issues related to POS operations, billing, and inventory management within defined SLA turnaround times, ensuring consistent service quality.
• Maintained detailed documentation and tracked customer interactions, resolutions, and escalations using ticketing platforms including Freshdesk and Salesforce.
• Coordinated with internal database, application, and deployment teams to drive issue resolution and followed up until closure.
• Identified recurring technical and POS-related issues and flagged patterns to streamline troubleshooting and reduce repeat tickets.
• Followed established process guidelines, quality standards, and compliance requirements while handling urgent and high-priority support cases.
• Escalated complex or unresolved system/software issues to appropriate technical teams as per defined escalation protocols.
• Performed data recovery and issue resolution using POS recovery tools, minimizing downtime and maintaining data integrity — contributing to overall customer satisfaction.

Bachelor of Arts with Honours – Bethune College (2019 – 2022)