Training & Quality Specialist

Welcome to Protera Technologies, where we're reimagining how SAP-centric organizations work in the cloud. Since 1998, we've been pioneers in bringing SAP and related applications to the cloud—think Microsoft Azure and AWS. Our global crew, spanning the US with offices in Chicago (HQ), Athens, Greece, and Mumbai, India, is on a mission to make IT smoother, faster, and more fun for our clients.

But here's the thing: we're not your typical "serious tech company." While we're obsessed with delivering top-notch IT solutions, we're all about keeping it real, approachable, and enjoyable. We work hard, but we also play hard—whether we're collaborating on cloud optimizations, enhancing security, or just hanging out as a team.

At Protera, we believe in empowering SAP-centric organizations with the best tools and tech to drive growth, and we love what we do. Our values? Simple: stay curious, stay authentic, and make meaningful connections. We celebrate wins big and small, whether it's a successful project or a fun team event.

If you're looking for a place where tech and fun collide, come join us and see what makes Protera a great place to work. Visit us at

Requirements
What You'll Do

• Support the development of QA processes based on the identified standards and requirements
• Provide feedback and suggestions to enhance development processes and contribute to the ongoing improvement of product quality
• Monitor tickets, escalations, and service requests to ensure compliance with SLAs and internal processes
• Including documentation, templates, standards, guidelines and communication plans for new processes, tools, reporting
• Track recurring issues or deviations from process and provide actionable feedback to teams
• Perform Quality assurance in ticketing to determine if KBs were followed
• QA for System Audit/ORR. Ensure everything is in place from SD perspective when a customer moves from Project to Steady Support State
• Design and deliver onboarding training for new team members on tools, processes, and MSP workflows
• Create process documentation, guides, and SOPs that are clear and up to date
• Conduct refresher training sessions for existing staff on changes to procedures, tools, or compliance requirements
• Develop knowledge base articles and maintain internal training libraries
• Partner with technical leads to ensure best practices are included in training material
• Support cross-training initiatives to increase flexibility and coverage across teams
• Gather feedback from trainees to improve training delivery and effectiveness
• Other Duties as given
• Adhere to all policies and procedures of the Service Desk which operates 24/7 (shift work)

What You Bring

• College or University degree or equivalent experience in Computer Science or MIS. Excellent verbal and written communication skills
• Monitor projects/transactions and provide qualitative/constructive feedback to the team members
• Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to customer
• Help Desk \ Service Desk experience required
• Document Root Cause Analysis and Identify Corrective Action Possess keen attention to detail
• Ability to multitask, prioritize and work independently
• Problem solving and troubleshooting skills
• Training & mentoring team regularly and where applicable
• Working a shift schedule
• Willing to commit and grow

Nice to Have

• Drive process performance to achieve and exceed SLA/OLA deliverables
• Proficiency in Excel & other analytical tools
• SAP familiarity desirable
• Linux basic knowledge
• DB administration/understanding
• Understanding of ITSM tools and ITIL best practices
• Understanding in areas such as Networking or System Administration, Databases or Application Support

Don't meet
every
requirement? Apply anyway—we value curiosity and potential.

Why Join Protera?

• Work with global enterprise clients
• Learn fast with mentorship, certifications, and career growth
• Make a real impact in a company where ideas are welcome
• Flexible work setup (remote/hybrid)
• People-first culture with a global mindset

Ready to Make the Move?
We'd love to meet you.

Click "Apply Now" and tell us why you're the one.

Not sure yet? Check us out at or connect with our team on LinkedIn.

Protera is proud to be an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees

Benefits

• Competitive wages and stability
• Private health insurance
• Private health insurance
• Growth opportunity and quick advancement based on performance
• Employee appreciation programs
• International and multicultural environment
• Welcoming and friendly work environment within young team
• Offices next to metro station
• Continuous training and opportunity for career development using cutting edge Cloud
• Technology & Certifications