Control Tower Support Agent Position at Optix Africa — Excit

Control Tower Support Agent

Optix Africa (PTY) Ltd is currently seeking a Control Tower Support Agent to join our Operations team in Cape Town, Western Cape, South Africa. This is a permanent position, and the closing date for applications is November 15, 2026.

Job Overview

The Control Tower Support Agent will play a critical role in delivering world-class customer support, managing systems, and overseeing configurations within a dynamic and high-performance environment. This position ensures that customer configurations, event triggers, and backend systems are accurately set up, effectively maintained, and continuously aligned with operational requirements.

The ideal candidate will be detail-oriented, proactive, highly organized, and possess a strong technical aptitude. You should have the ability to work efficiently under pressure, managing customer onboarding and supporting both internal teams and external clients in real-time.

Minimum Requirements

• Grade 12 / Matric (Compulsory)
• Experience in a technical, operations, or system support role is advantageous
• Comfortable working in a fast-paced, high-accuracy environment with strict procedural compliance
• Reliable transport to and from work
• Willingness to work after hours, including nights, weekends, and public holidays

Duties & Responsibilities

Customer Onboarding and Setup

• Manage the onboarding process for new customers from setup through to go-live
• Configure backend systems and update setup documentation according to specifications
• Establish trigger configurations to ensure alignment with operational and customer requirements
• Coordinate with internal technical teams to enable notifications, sync organizations, and verify configuration accuracy

Data and System Management

• Set up and maintain fatigue weighing logic and other behavioral parameters per customer
• Create and update customer contact lists, ensuring accurate role and priority assignments
• Perform regular data entry and system maintenance in Vantage and related platforms
• Maintain version control and consistency across all configuration and mapping data

Ongoing Maintenance and Communication

• Conduct regular data validation checks to confirm the accuracy and integrity of customer information
• Communicate non-escalated events directly to customers to ensure awareness and timely resolution
• Proactively follow up with customers to confirm data accuracy and maintain alignment with service expectations
• Handle event queries and resolve event disputes

Internal and Technical Support

• Assist internal teams with configuration adjustments, logic updates, and custom setups
• Provide support in investigating and resolving mapping or system issues
• Handle customer inquiries related to event updates, configuration changes, or data discrepancies
• Monitor events actively to ensure expected behavior generation, identifying potential gaps or missing events

Process Flow Responsibilities

• Coordinate organization syncing, contact mapping, and notification configuration in collaboration with technical teams
• Configure backup contacts, group mappings, fatigue scoring, and hindsight parameters based on customer specifications
• Investigate missing or delayed event data using analytics dashboards and escalate issues to technical teams for resolution
• Maintain a high level of accuracy, documentation, and accountability in every stage of the setup and maintenance process

How to Apply

Applications close on 15 November 2026. Apply before the closing date to avoid missing this opportunity.