PathwayTalk Support Specialist — Messaging, Calls & Identity

Role overview Help users resolve problems with accounts, verified identities, messages, groups, notifications, and calls. The role combines clear user guidance with careful handling of personal information and respect for the limits of end-to-end encryption.

Responsibilities - Investigate reported account and sign-in problems, then explain practical steps users can take. - Help users troubleshoot identity verification, messaging, group, notification, and calling issues. - Gather relevant details to understand and reproduce a reported problem without requesting unnecessary private information. - Explain what support can and cannot access when encryption or privacy boundaries affect an investigation. - Pass unresolved or recurring issues to the appropriate team with a clear description of the symptoms and troubleshooting completed.

Requirements - Communicate troubleshooting steps clearly and patiently to users with different levels of technical confidence. - Handle account and identity-related information with care and discretion. - Ask focused questions to distinguish between different types of messaging, group, notification, or call problems. - Recognize when privacy or encryption limits what can be inspected, and set accurate expectations with users. - Keep issue notes clear enough for another support team to continue the investigation.