Tech Support
Describe the bug, follow the steps, and escalate when you must — calmly, out loud.
Precision wins a support call. Lead with the symptom, the timing, and what you already tried: le llamo porque tengo un problema con la aplicación que se cierra sola cada vez que intento iniciar sesión… antes de llamar ya intenté reiniciar el dispositivo y borrar el caché. Two traps give English speakers away: it doesn't work is no funciona, never no trabaja — trabajar is for people, funcionar is for machines — and to fix is arreglar or resolver, not fijar. When the agent reaches for jargon, disarm it politely: prefiero que me lo explique como si yo no tuviera ni idea.
Below: the phrases that carry a call from problem report to closed ticket, what frustrated users actually say across Latin America — and a way to rehearse the whole call out loud before your work depends on it.
The warm-up pack
The lines that actually carry a support call from "it's broken" to a closed ticket — and how to stay calm while you say them.
01 · The opener
Le llamo porque tengo un problema con la aplicación que se cierra sola cada vez que intento iniciar sesión.
I'm calling because I have a problem with the app that closes on its own every time I try to log in.
Symptom first, exact and specific — that's what gets you past the first script question.
02 · Quote the error exactly
Para ser preciso, el mensaje de error dice 'código 504: tiempo de espera agotado'.
To be precise, the error message says "code 504: timeout."
Reading the error verbatim skips ten minutes of back-and-forth guessing.
03 · What you already tried
Antes de llamar ya intenté reiniciar el dispositivo y borrar el caché, pero el problema sigue igual.
Before calling I already tried restarting the device and clearing the cache, but the problem persists.
Naming what you've ruled out gets you past the basic troubleshooting script faster.
04 · Ask them to slow down
Vaya más despacio, por favor; quiero asegurarme de hacer exactamente lo que me está indicando.
Please go a bit slower; I want to make sure I do exactly what you're instructing.
Asking to slow down is normal, not a sign you're behind — agents expect it.
05 · Confirming a risky step
Listo, acabo de hacer clic en 'restablecer valores de fábrica'; me está pidiendo que confirme.
Done, I just clicked "restore factory settings"; it's asking me to confirm.
Narrating each step out loud is exactly what keeps a support call on track — not over-explaining, just how the process works.
06 · Ask for plain language
Disculpe la ignorancia, pero ¿me podría explicar qué es exactamente una dirección IP estática?
Forgive my ignorance, but could you explain what exactly a static IP address is?
Disculpe la ignorancia buys you a jargon-free explanation without sounding like you're behind.
07 · The blanket request
Prefiero que me lo explique como si yo no tuviera ni idea; así evito hacer algo mal.
I'd rather you explain it as if I had no clue; that way I avoid doing something wrong.
One sentence that resets the whole call to plain language, for every step that follows.
08 · Naming how long it's taken
Entiendo que está haciendo lo posible, pero llevamos cuarenta minutos y el problema no se ha resuelto.
I understand you're doing your best, but we've been at it for forty minutes and the problem isn't resolved.
Acknowledge the agent's effort before you push — it's what makes the next ask land as reasonable, not rude.
09 · Asking to escalate
Preferiría, si no le molesta, que me transfiera con alguien de segundo nivel para no alargar más esto.
I'd prefer, if you don't mind, that you transfer me to someone at second-level support so as not to drag this out further.
Preferiría plus si no le molesta is how you escalate without it reading as a complaint about the person on the phone.
10 · Confirming the fix
Acabo de probar todo desde cero y el sistema parece estar funcionando con total normalidad.
I just tested everything from scratch and the system seems to be working completely normally.
Testing from scratch and saying so is what actually closes a ticket — "it seems fine" on its own isn't enough.
11 · Before you hang up
Antes de colgar, ¿me podría enviar por correo el resumen de lo que hicimos hoy?
Before we hang up, could you send me by email a summary of what we did today?
Get the written summary while you're still on the line — it's your paper trail if the problem comes back.
FLUENT
Finally, someone to talk to in Spanish.
Ten-minute spoken lessons. A teacher who answers back — and gently fixes what you got wrong.
First 10 lessons freeandbefluent.com/spanish/tech-supportRegional Spanish
Textbooks teach one word. Locals use several — pick your region's and stay consistent.
| English | Mexico | Argentina |
|---|---|---|
| it's working now | sí jaló | ahora sí anda |
| explain it in plain language | en cristiano | en castellano |
| hold on, let me check | espérame tantito | esperá |
Watch out
The part no phrase list can do
Isabella
Your conversation teacher for this pack
In the Tech Support pack, the final lesson is the call itself — and Isabella is the first-line support agent: methodical, scripted, strictly usted, with a habit of repeating your last sentence back before moving on. You're at your home office, laptop and phone open; the app has been crashing on login for three days and it's blocking your work. You describe the bug precisely, follow her steps one by one, ask her to translate the jargon — and if forty minutes in it still isn't fixed, you escalate to second level without making it personal. Out loud. And she talks back:
Blank mid-sentence and nothing bad happens — she waits. That's the practice, without unnecessary judgement.
Finish the 6 lessons and Tech Support is yours — earned, not given.
First 10 lessons free · 10-minute spoken lessons · your AI coaching team remembers you
Quick answers
Symptom, timing, scope, and what you tried: el inconveniente comenzó hace aproximadamente tres días, justo después de la última actualización… me ha pasado en mi laptop, en el celular y en el navegador web. Quote the error exactly: para ser preciso, el mensaje de error dice 'código 504: tiempo de espera agotado'.
No funciona — never no trabaja. In Spanish, trabajar is what people do and funcionar is what devices do. Same family: say el soporte técnico with the article, not a bare 'soporte' calqued from English.
Politely and without hostility: disculpe la ignorancia, pero ¿me podría explicar qué es exactamente una dirección IP estática? Or the blanket request: prefiero que me lo explique como si yo no tuviera ni idea; así evito hacer algo mal. Among friends in Mexico it's simply ¿me lo puedes explicar en cristiano?
Acknowledge, then request: preferiría, si no le molesta, que me transfiera con alguien de segundo nivel para no alargar más esto… no es nada personal contra usted. Always get a reference: ¿me podría proporcionar un número de caso para hacerle seguimiento si vuelvo a llamar?
No — fijar means to attach or set. To fix a device or a bug, use arreglar, reparar, or resolver. Before any drastic step like a factory reset, confirm your data first: ¿me confirma, por favor, que no voy a perder ninguna información guardada si hago lo que me está pidiendo?
