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.
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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.
From password resets to complex escalations, great technical support is about more than just solving problems. It's about creating smooth, frustration-free experiences.
2 minutes
Average Chat Response
94%
CSAT for tech support clients
93%
QA Score
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.
Tier 1, 2 & 3 support
Deliver full-spectrum technical service, from quick fixes to advanced debugging and engineering escalations.
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.
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.
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!