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Jessica Hover

@jessicahover

Lead Technical Support Specialist at Intuit, handling complex escalations and improving issue resolution across high-volume support environments.

United States

Message

At Intuit, I own technical relationships and assist agents with troubleshooting and specialized software support in high-volume environments. I also manage complex, multi-channel chat operations and oversee the accuracy of technical filings and customer requests.

At ASSOCIATED FOOD STORES, I serve as the technical liaison between clients and developers, evaluating software systems and helping move reported issues toward solutions. I also prepare technical documentation and data presentations for technical and non-technical stakeholders.

Experience

Work history, roles, and key accomplishments

Current

Lead Technical Support Specialist

Current

Intuit

Jan 2020 - Present (6 years 8 months)

Own technical relationships and directly assist agents in providing technical troubleshooting and specialized software support for high-volume environments. Manage complex, multi-channel chat environments and oversee the accuracy, efficiency, and data integrity of full-service technical filings and customer requests.

Technical Support Case Management Escalation Management Quality Management Monitoring and Diagnostics Technical Troubleshooting Team Leadership Training and Development CRM ServiceNow Multi Channel Chat Management Data Integrity

Current

Technical Specialist

Current

Associated Food Stores

Jan 2018 - Present (8 years 8 months)

Serve as the primary technical liaison between clients and developers to translate complex project objectives and drive solutions to closure. Evaluate existing software systems to identify technical problems, reproduce reported issues, and recommend performance-enhancing upgrades.

Technical Liaison System Evaluation Diagnostics Project Management Time Management Documentation Reporting Data Presentation

Education

Degrees, certifications, and relevant coursework

Strayer University

Master of Science (MS), Advanced Analytical Problem-Solving, Data Management, and Operational Systems

Grade: 4.0

Activities and societies: Presidential List

Master of Science with academic honors, including Presidential List and a 4.0 GPA. Focused on advanced analytical problem-solving, data management, and operational systems.