SOC 2 Type II Certified
Continuous auditing ensures maximum security, availability, and processing integrity across all support networks.
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Tech Support Outsourcing
Technical Support Outsourcing You Can Trust To Scale
We provide expert-led technical support outsourcing that scales with your growth, reduces churn, and keeps your users loyal.
Security & compliance
Enterprise-grade security & data compliance
Operating an efficient technical support outsourcing framework requires strong security controls, rigorous privacy practices, and a commitment to protecting sensitive customer and business data. Our enterprise operations are backed by top-tier compliance certifications that help clients meet evolving regulatory requirements:
Security & compliance frameworks
PCI DSS Compliant
Secure handling protocols for transactional data and payment processing infrastructures.
HIPAA Compliant
Established safeguards and compliant workflows designed to manage protected health information (PHI) within healthcare and healthtech verticals.
Comparative analysis
Comparative evaluation: In-house scaling vs. Horatio
Evaluating whether to build internal infrastructure or leverage specialized technical support outsourcing is a critical financial decision. The data below outlines the core operational differences:
Operational metric
Fully burdened cost
In-house technical teams
High (Includes salaries, benefits, real estate, and software licensing).
The Horatio solution
Optimized (Predictable flat-rate pricing models with zero overhead).
Operational metric
Time to market / scale
In-house technical teams
60 to 90 days minimum for recruiting and onboarding.
The Horatio solution
Rapid deployment within 30 days via pre-vetted technical talent.
Operational metric
24/7/365 coverage
In-house technical teams
Cost-prohibitive for small to mid-market organizations.
The Horatio solution
Included natively via multilingual support hubs.
Operational metric
Management overhead
In-house technical teams
Requires dedicated QA managers, shift leads, and HR resources.
The Horatio solution
Fully managed infrastructure with dedicated team leads included.
Technical support services that scale with your users
Whether you're launching a new product or supporting millions of users, Horatio delivers expert, scalable tech support across every channel, device, and technical tier.
Structured tiered support expertise
Deploying a premium technical support outsourcing service demands a clear segregation of technical workflows. Horatio utilizes a structured, three-tiered technical support model across chat, voice, and email, resolving issues efficiently and escalating with engineering-friendly documentation.
- Tier 1 (L1 support): Front-line customer inquiries and basic troubleshooting. They take over password resets, account access recovery, basic navigation assistance, and initial ticket triage.
- Tier 2 (L2 support): Deep-dive configurations and advanced product diagnostics. Working on integration troubleshooting, software/hardware diagnostics, database queries, and advanced setup configuration.
- Tier 3 (L3 support): Code-level analysis and critical engineering escalations. Supervising root-cause analysis, identifying system bugs, code-level troubleshooting, and direct collaboration with internal dev teams.
Secure, compliant, and enterprise-ready
Horatio is SOC 2 Type II, PCI DSS, and HIPAA compliant, making us a reliable partner for platforms that handle sensitive customer data. Our restricted-access zones and security-first workflows ensure your technical support data is safe, trackable, and audit-ready.
Technical support built for speed, scale, and satisfaction
Horatio blends technical know-how with premium service to keep your users productive and your product experience flawless. From Tier 1 chat support to Tier 3 technical escalations, we deliver expert troubleshooting, 24/7 availability, and end-user empathy that builds trust with every interaction.
Multi-tier support expertise
We support Tier 1, 2, and 3 across chat, voice, and email, resolving issues efficiently or escalating with structured, engineering-friendly documentation.
High retention and knowledge continuity
Our 2% staff turnover rate means fewer retrains, less knowledge loss, and more product fluency with every passing quarter.
Deep technical onboarding
We build your custom playbooks with your team, learning the product, user flows, and edge cases to support your platform with precision.
Full-stack service integration
Our teams plug into your CRM, ticketing, and knowledge base tools with ease, offering seamless workflows and real-time updates.
Real-time visibility
Our dashboards provide live data on response times, resolution rates, NPS/CSAT, and trends, giving you the clarity to keep improving.
Operational redundancy built-in
We hire ahead and cross-train teams to ensure full coverage and seamless continuity, even during absences or program shifts.
Built-in escalation and QA support
Your support team is backed by QA analysts, workforce managers, and dedicated trainers to ensure consistency, coverage, and continuous improvement.
Strategic partnership mindset
We surface bugs, friction points, and opportunities to improve user experience, helping your product and support teams stay ahead of the curve.
Multi-tier support expertise
We support Tier 1, 2, and 3 across chat, voice, and email, resolving issues efficiently or escalating with structured, engineering-friendly documentation.
High retention and knowledge continuity
Our 2% staff turnover rate means fewer retrains, less knowledge loss, and more product fluency with every passing quarter.
Deep technical onboarding
We build your custom playbooks with your team, learning the product, user flows, and edge cases to support your platform with precision.
Full-stack service integration
Our teams plug into your CRM, ticketing, and knowledge base tools with ease, offering seamless workflows and real-time updates.
Real-time visibility
Our dashboards provide live data on response times, resolution rates, NPS/CSAT, and trends, giving you the clarity to keep improving.
Operational redundancy built-in
We hire ahead and cross-train teams to ensure full coverage and seamless continuity, even during absences or program shifts.
Built-in escalation and QA support
Your support team is backed by QA analysts, workforce managers, and dedicated trainers to ensure consistency, coverage, and continuous improvement.
Strategic partnership mindset
We surface bugs, friction points, and opportunities to improve user experience, helping your product and support teams stay ahead of the curve.
The Horatio advantage: built for tech, backed by people
We know that high-performing technical support starts with empowered people. Our employee-first culture results in knowledgeable, motivated teams who deliver consistent, high-quality support that scales with your product.
01
Specialized onboarding & training
Every tech support team receives dedicated onboarding, platform training, and structured product simulations before going live, ensuring confidence from day one.
02
Human-centered workplaces
Our offices feature wellness zones, on-site therapy access, and collaborative spaces designed to help our teams stay focused, supported, and mentally sharp.
03
Client-integrated culture
We encourage direct connection between clients and their Horatio teams. Visit our Dominican Republic or Colombia offices, sit in on QA reviews, or join real-time syncs. Your team is… well, your team.
04
Built-in flexibility and scale
With nearshore talent pools and cost-effective operations, we scale teams up or down quickly, supporting new launches, seasonal surges, or product pivots with ease.
05
Continuous skill development
Ongoing training programs and upskilling initiatives keep our teams sharp, adaptive, and aligned with evolving client needs. Through regular coaching and professional development, our agents stay up to date with new tools, workflows, and best practices.
Hear it from our clients
What our clients say
“It impresses me every day how well our team really understands what we're building and what we're doing and how to best serve our community. My only regret is not working with Horatio earlier.”
Cate Marques
Chief Experience Officer
“Our experience with Horatio has been nothing short of amazing. Our business actually is very involved. There is a lot of industry specific knowledge for the roles that they have here. So they've adapted very well. The customer service is outstanding.”
Justin Zemaitis
Co-Founder and Chief Insurance Officer
“The best part about working with Horatio is that they’re not just a vendor. They focus on being a strategic partner in every aspect of your business; the future of BPOs. Long gone are the days where contact centers are cost centers. Horatio turns a contact center into a profit center.”
Jarvous Freeman
Vice President of Operations
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Our Solutions
Tech support tailored to your product and audience
Whether you’re a growing startup or an established enterprise, Horatio’s technical support services help you maintain product reliability, resolve issues faster, and deliver frictionless user experiences at scale.
Retail & E-commerce
Upgrade your store support →For store owners
Support customers through product setup, app issues, and digital tool troubleshooting with responsive, always-on technical help.
Financial Services
Secure your operations today →For financial institutions
Deliver secure tech support for account access, platform navigation, and device compatibility while maintaining compliance and user trust.
EdTech
Power up your learning platform →For education providers
Empower learners and educators with technical support for course platforms, logins, integrations, and content access, on any device.
Healthcare & HealthTech
Strengthen your patient support →For healthcare teams
Support patients and providers with reliable troubleshooting for portals, devices, and apps, while safeguarding compliance and uptime.
SAAS
Scale your software support →For software companies
Provide expert-level helpdesk support across onboarding, feature use, configuration issues, and real-time bug reporting.
Technology
Streamline your tech workflows →For tech innovators
Scale your internal or customer-facing tech stack with outsourced teams trained in diagnostics, escalation, and multi-platform support.
Travel & Hospitality
Enrich your guest experience →For experience providers
Ensure frictionless user experiences with fast, multilingual tech support for apps, booking tools, and self-service platforms.
Video Games
Level up your player support →For game studios
Support players with real-time assistance for in-game issues, account recovery, lag, and performance troubleshooting across platforms.
AI-exclusive innovation
Next generation AI & human-in-the-loop framework
Maximizing the efficiency of a technical support outsourcing service requires a combination of AI and human expertise. Horatio embeds advanced AI solutions into daily operations to enhance performance metrics for both support teams and end-users:
The AI-empowered agent advantage
Artificial intelligence functions as a real-time co-pilot for specialized support agents. Automated sentiment analysis, real-time internal knowledge base querying, and draft recommendations allow technical agents to resolve complex issues up to 40% faster, eliminating traditional ticket queues.
Predictive AI deflection
Intelligent chatbots address high-volume, low-complexity L1 issues, freeing human capital for advanced troubleshooting.
Automated ticket tagging & categorization
Machine learning models categorize incoming issues instantly, routing them to the appropriate tier automatically.
Continuous quality assurance
AI scanning evaluates 100% of interactions for compliance, accuracy, and brand alignment.
Technology stack & omnichannel integrations
Seamless omnichannel ecosystem & core tech stack
Modern technical operations require cross-functional tool integration. The outsourced technical support services provided are fully compatible with any modern digital infrastructure, operating natively across preferred communication layers and customer relationship management (CRM) systems.
Unified communication channels
Customers receive support exactly where they need it, with unified tracking across all communication vectors:
- Digital interfaces: Native in-app support, live chat, and email.
- Voice operations: Real-time VoIP infrastructures and specialized Viber integrations.
Integrated enterprise solutions
Support teams operate directly inside existing instances, removing data fragmentation barriers:
- Helpdesk engines: Zendesk, Intercom, Freshdesk, and Aircall.
- Engineering & CRM platforms: Jira Service Management, Salesforce, and HubSpot.
- Internal knowledge & collaboration: Notion, Asana, and Slack.
More services to scale smarter and support your full tech ecosystem
Exceptional technical support doesn’t stand alone. It works best when it’s paired with connected services that drive efficiency, improve quality, and reduce operational friction. Horatio offers an integrated support ecosystem that keeps your product running smoothly and your users satisfied.
Customer Support
Deliver seamless, empathetic assistance across every user interaction. From troubleshooting to general inquiries, our teams combine product knowledge with human connection to improve satisfaction and retention.
Back-Office Support
Free up your internal teams by outsourcing operational tasks like data processing, QA ticket review, documentation handling, and system flagging. We streamline workflows behind the scenes so your engineers and agents stay focused on what matters most.
Compliance & Fraud
Support secure user experiences with teams trained in account protection, access control, fraud detection, and KYC workflows. We help reduce exposure to risk while improving end-user confidence.
Trust & Safety
Ensure your platform remains secure and community-friendly. We help enforce terms of service, handle abuse reports, and review flagged behaviors that impact user experience and brand reputation.
Consulting Services
Turn quality into a strategic advantage. Horatio’s consulting services help you refine your QA strategy, optimize workflows, and elevate customer experience—through expert guidance grounded in real-world execution. From process audits to performance frameworks, we provide the insight and direction needed to scale with confidence and precision.
Quality assurance
Maintain consistency across all tiers of technical support. Our QA analysts audit agent performance, flag service gaps, and deliver feedback that drives ongoing improvement and higher resolution accuracy.
Help & Support
Frequently Asked Questions
Have questions about outsourcing customer support with Horatio? Here are answers to some of the most common questions from companies exploring CX outsourcing.
Ready to upgrade your technical support?
Deliver faster resolutions, reduce churn, and support your users with confidence through Horatio’s outsourced technical support solutions. Whether you're scaling your platform or improving user satisfaction, our expert teams are here to help you grow, without the growing pains. Let’s talk about your technical support needs!