Control Tower Support Agent

Job Advert Summary

We are seeking a Control Tower Support Agent to join our Operations team in delivering world-class customer support, system management, and configuration oversight within a dynamic and high-performance environment. This role is integral to ensuring that customer configurations, event triggers, and backend systems are set up accurately, maintained effectively, and continuously aligned with operational requirements.

The ideal candidate is detail-oriented, proactive, and highly organized, with strong technical aptitude and the ability to work efficiently under pressure. You will play a key role in managing customer onboarding, maintaining system configurations, performing data validations, 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 will be 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.
• Proven experience in a technical support, configuration, or operations coordination role, preferably within fleet management, telematics, or control centre environments.
• Strong analytical and problem-solving abilities with a meticulous attention to detail.
• Ability to learn and master complex backend systems, configuration tools, and data workflows.
• Excellent organizational skills and the ability to manage multiple customer accounts simultaneously.
• Clear and professional communication skills (written and verbal) for both internal and external correspondence.
• High level of urgency, accountability, and initiative in addressing technical or data-related challenges.
• Proficiency with systems such as Vantage, Optix Analytics, Lytx, or similar operational platforms is an advantage.

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, ensuring 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 behavioural 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.
• Follow up proactively 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 behaviour generation and identify 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.