I will be the person helping you today. I can see that you may need a little bit of extra help. May I start a secure remote assistance session on your computer and help you resolve the problem? Once the remote session begins, we will be able to communicate via a chat window on your computer.
After you click the "Accept this offer" button for the remote service, the remote link will be posted here. That will be the last charge for today.
Are you still with me? Do you want to do this today or at a later time?