Automotive Tech Support (SDQ)

Position Summary:

We are looking for an Automotive Tech Support (SDQ) who’s passionate about European cars and loves solving technical challenges. In this role, you'll be more than just support—you'll be a trusted advisor, helping enthusiasts and professionals navigate their automotive needs with confidence. Your deep automotive knowledge, problem-solving skills, and commitment to top-tier service will empower customers to make informed decisions while building trust and lasting loyalty.

Responsibilities:

• Guide customers with confidence – Provide expert pre-purchase support via phone, chat, and email, ensuring customers get the right parts for their repairs. 
• Solve real-world automotive challenges – Troubleshoot post-purchase issues, from error orders to job-specific part replacements.
• Be the expert others rely on – Support customer service team members by handling advanced technical escalations.
• Keep things running smoothly – Accurately document customer interactions, resolve cases efficiently, and maintain workflow adherence.
• Make a bigger impact – Identify recurring issues, collaborate with internal teams, and help improve products and processes.
• Shape the future of European car parts – Work with technical content and product teams to enhance fitment accuracy and descriptions.
• Share your knowledge – Contribute to internal knowledge bases and document common technical solutions.
• Stay ahead of the curve – Keep up with the latest European vehicle technologies and industry advancements.

Required Skills/Abilities:

• Advanced English proficiency. 
• Passion for European cars, including ownership experience and/or European car community engagement. 
• Ability to clearly and professionally explain complex technical concepts via phone, chat, and email is required.
• Proficiency in computer use and comfort with technology and digital tools in a professional office setting is required.
• Strong multitasking abilities and capable of handling multiple customer inquiries in a fast-paced environment.
• Exceptional written and verbal communication skills.

Education and Experience:

• 1+ years of experience in Customer Service or Tech Support in BPO (preferred).
• Hands-on experience in car repair and demonstrate a working knowledge of car parts and car repair (preferred). 

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.