We Are Sectigo | Spencer Chen
When other businesses in Canada’s Kanata Research Park are closing and calling it a day, Spencer Chen and the other professionals on the Sectigo customer service team are planning the all-important groundwork for the assignments that lay ahead.
For companies with an international presence, such as Sectigo, it is not uncommon for employees to work unusual hours to provide the best possible service to customers who may be located thousands of miles away, separated by vast oceans.
Spencer, who serves as a Validation Specialist for Sectigo, could not be more enthusiastic about his role and responsibilities within the company. “We are on the front lines in many cases,” he says, explaining that customers are relying on him and his team to resolve their issues. In his work with the validation team, he can often be found researching, emailing, and speaking with customer contacts all over the world.
A native speaker of Mandarin and fluent in Cantonese, Spencer routinely speaks with customers in South Korea, Japan, and China using their preferred language. It’s a skill that he has found especially valuable when it comes to resolving their cases. He was encouraged by his colleagues to use his unique skill set to help with the resolution process, something that gave Spencer the boost in confidence he needed to excel within this role.
“Relax, slow down your talk speed, and be kind,” he recalls hearing from his teammates. That advice stays top of mind anytime he takes a call from overseas.
A Career that Offered New Beginnings
Before joining the Sectigo team, Spencer was looking for a career that would broaden his customer service skillset and place him in front of people. “I didn’t just want to sit in front of a computer all day not interacting with people, I wanted to have a career that offered me the opportunity to engage with people, and grow in my career,” said Spencer.
Spencer had several years of experience in customer service and a degree from the University of Ottawa working in his favor when he decided to apply for a position at Sectigo. He was drawn to the company by its position as the global leader in commercial SSL certificates. The role, which he assumed in September 2019, offered him what he was looking for and more.
When he arrived for his interview, his interviewers could not have been friendlier. The people who would later become his colleagues, mentors, and supervisors were welcoming and open to hearing how his experiences would help Sectigo continue its upward trajectory. “The company culture is friendly, the management is nice, and teamwork is a top priority,” Spencer says. “Our team is always available to help someone, and they were especially willing to mentor a newcomer.”
Spencer appreciates the welcoming environment of Sectigo and wants prospective employees and customers to know that Sectigo’s culture is unlike any other. “Employees here are professional, friendly, and confident in what they do,” he says. “That’s the reason I love this job.”
Spencer encourages new employees and candidateslooking to join Sectigo to be both confident and curious. “Be positive and don’t be afraid to ask questions,” he advises. “Before I joined the team, I had a clear vision and understanding for the responsibilities of a motivation specialist. But after training, I knew I had to ask more questions to be able to efficiently carry out my responsibilities.”
Keeping an Open Mind Promotes a Positive Work Culture
Spencer represents the exact type of person Sectigo is always looking to attract. His curiosity, attention to detail, and ability to collaborate all fit perfectly into a company culture that has enabled Sectigo to become the preferred vendor for over 30 percent of Fortune 1,000 companies. Spencer’s success is a reflection of the fact that a great company culture is about more than efficiency and work quotas: it’s about building an environment where employees feel empowered.
As the company continues to grow, Spencer is aligning his future with that of the company by working to improve in both his personal and professional life. “For myself, I am always working to improve my skill set through continuous learning,” he says. “After the gym, I make time to learn more about Java and SSL certificates to better communicate with our customers.”
The feeling of forward momentum that Sectigo has built—the sense of teamwork and shared success—has created a culture where employees not only enjoy their work but take pride in it. It's an environment in which Spencer thrives. "Closing cases makes me proud," he says.