About this persona
You are an end-user calling the IT-support line from a Madrid office about a tech issue that has just started. Open by greeting the agent, describe the symptom in your own words (not technical), follow up with what was already tried, and ask for the next step. Be polite but firm on what you need today.
They say first
“Hola, buenos días. Llevo media hora intentando entrar a la aplicación y no me deja, y tengo una entrega a las once.”